ComplaintsforMountain Top Motor Co Inc

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a truck there on August 21st of this year and the general manager is *********************, the salesman is *********************** and the owner is *************************. I drove the truck for 3 days and it broke down. On August 24th I took it back to them. They didn&#**;t want to fix the truck for a month, they didn&#**;t want to pay half the fees to fix it. They said if something goes wrong they will pay for half and I will pay for half. I went back there and they said the truck is not here. I went across to their shop on the other side of the highway to ask at the shop over there if the truck was there and they said it is not here. They said it was sent to ***** and they are waiting on parts, they said give me a week, I called them and then they said it will take 5 months to get the part in. They approved an aftermarket part for $50.00 extra dollars. Now they are saying give us another week. Nobody is doing anything. I would like for them to tear up the contract and give me a different truck or give me my money back. I just want the truck back.

  

  Business response

  11/21/2023

  I am writing on behalf of Mountain Top Motor Comp and all affiliated DBA's, in reference to ID ********.  I have several attachments I will reference throughout this rebuttal to ************** Statement of Problem.

  First, I would like to reference our Buyer's Guide, attachment 1.  The Buyer's Guide provided is a blank form of the Dealer Warranty provided on all vehicles that qualify, including **************' vehicle.  ************** purchased this unit on August 24, 2023, from Mountain Top Motor Comp., Buyer's Order also attached.  During the purchase of his vehicle, a Service Warranty was purchased as well, also attached.  From our understanding **************' line of work requires him to tow trailers regularly, during our safety inspections prior to the purchase, everything passed according to state standards.  Mountain Top Motor Comp. does not pull any trailers to test vehicle capabilities prior to sale.  This was advised to be the cause of the initial problem with the vehicle.

  Once Mountain Top Motor Comp. was aware of the issue the 50/50 Dealer Warranty was offered to the customer, but he declined to do so.  He wanted to wait for his service warranty to go into full effect, 30 days after purchase.  I am unsure as to why, but after speaking with the company they do cover more of the financial aspect of the repair than the 50/50 Dealer Warranty would have covered.

  Due to this being a transmission repair that Mountain Top Motor Comp. and all affiliates are unable to do without subletting to a different company, ************** was put in contact with ***** Automotive.  The warranty company is now working directly with ************** & ***********  Mountain Top Motor Comp. now holds no ties with this repair situation.  From my understanding ***** has been providing ************** with constant updates on the repair at this point.

  Lastly, ************** did advise that he would be unable to work without a truck in his possession.  After all was said, Mountain Top Motor Comp. did agree to provide ************** with a temporary vehicle until ***** was done.  Mountain Top Motor Comp. has now become a victim of **************, constantly contacting our company and becoming belligerent over a repair we are not even involved in at this point.  The situation has gotten so out of hand with ************** we have now requested our vehicle back, with potential for having to involve the police.

  Unfortunately, ************** has attacked our company when we are not even involved in any of this at this point.  Mountain Top Motor Comp. has gone above and beyond for our customer, but this seems past us at this point and our staff should not have to continue being berated by a customer we are not involved with at this point, other than good faith.

  Customer response

  11/22/2023

  We recently filed a complaint with the BBB on Mountain Top Motors of ****, **.

  We are now working with the company to make things right so we would like to retract the complaint, effective immediately.

  Please send proof that we retracted the complaint to ********************** so that we may show Mountain Top Motors.

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This complaint is about mountain top motors in ***********.I purchased a 2011 gmc yukon denali xl 1. I was told by a member of their staff (****) that the front passenger side seat electrical motor or control would be fixed properly. I was given a copy of a work order for there shop to fix It. the tow truck driver stated that he walked past the new seat when he came out to tow the yukon because of the brakes . This seat has marks on it (in pictures )2. I was given a state inspection ticket showing that my vehicle passed inspection. On the way home the brakes started to not work, by the time I got home (7 miles away ) they barely stopped the vehicle. When they came to pick it up they towed it because they said it was not drivable. The caliper on the front passenger side had to be replaced . They corrected the problem at there expence, but there negligence could have killed my family.

  

  Business response

  05/19/2023

  This documentation will be in reference to complaint ID ********.  I will address will all complaints individually.  The vehicle was purchased by the Whitchurch family on 03/23/2023, with a signed document stating "As Is - No Dealer Warranty."  The dealer does not provide a warranty for any repairs after sale.  (attached)  The brake problem was not the same day of sale.  The vehicle was in fact brought back in on 04/04/2023, well over a week after sale.  Problems were addressed and fixed at the dealership's expense, along with the "We Owe" for the passenger seat motor.

  The customer then picked up their vehicle and seemed to be satisfied with the work done.  Not too long after, the Whitchurch family reached out to their salesman, ****, describing their dissatisfaction with the seat put into the vehicle.  The customer agreed to take possession of the seat that was originally in the unit along with $140 (the amount of the bill for them to have the seat put in).  In reference to the spark plug issue, it appears that ************************ has also handled that himself.

  **** and I have spoken with the customer this morning, who stated that he was completely satisfied with all services provided to him.  *******************************, did state that he was going to attempt to take down the bad reviews or discuss his resolve of the situation with the BBB.  It appears that he is an overall satisfied customer now and stated it was a pleasure doing business with **.  Attached you will find the Bill of Sale, Repair Order done at the expense of Mountain Top, As Is document, and a copy of the warranty referenced.  Feel free to reach out for any other questions, comments or concerns.

  Customer response

  05/22/2023

  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

  04/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a vehicle from them. not long after motor goes out. We call them and they Inform us of a recall and told us to get the vehicle to them and they would fix it. They said it would be completed in 4 business days. After 2 weeks of no communication what so ever we called and they gave us the run around saying who we needed to speak with was not in the office, this went on for another week finally we get to talk to the supposed right person and he says he will have to look into it and get back with us a few days later he called said they put one motor in and it was bad. So they were looking for another one. Seems fishy I know then they called and said they got another motor and transmission but that the recall wouldn't cover the magically bad starter and we would owe close to 400 for that. And that we would have to pay for all the motor fluids and taxes also which would total to 800 and some odd dollars so now we're at over 1000 dollars for a free safety recall job. And they are holding our car until we pay for it. This 4 day repair on cost free safety recall work is now going on 2 months and holding our car hostage because they want us to pay that amount. Never did they tell us that if Kia USA did the work it would be cost free. This is just a small part of the deception from mountain top motors. Supposedly our d Sales rep who seemed to be an honest man as he was the one to inform us of the recall in the first place was fired shortly after informing us of the recall and it just seemed like that was done because he was in fact honest. This company absolutely needs to be reprimanded for their shady business practices and I 100 percent never would recommend this business to not even my worst enemy. Save yourself the trouble snd steer clear

  

  Business response

  04/18/2023

  This response is in reference to Complaint ID ********.  ****** ****** purchased her vehicle from our dealership on 4/4/2022 and in that purchase also purchased a service warranty, as seen on the buy sheet attached.  On the first attached repair order you will see an engine and starter replacement deemed necessary by one of our technicians.  First, the engine replacement was covered under the customer's warranty at cost of $5,075.00.  I have also attached recalls on this specific unit, that also displays specific instructions on how to make an appointment to get the recall taken care of through Kia.  After further investigation, it also appears that this repair was not in relation to the recall facility.

  The next attached repair order shows the total of $5,075.00 taken care of by the warranty company, at no cost to the customer.  The final page I have attached is displaying the customer's final bill of $380.23 out of pocket, that covered taxes and $50.00 in "shop" supplies.  The customer came in the day after this complaint was filed and spoke to our service manager, who deducted a large part of the bill.  Ms. ****** also spoke with her original salesman from 2022, on the 12th of April, he advised that her questions had been answered and she seemed to be satisfied with services provided.

  Throughout this entire ordeal the customer was updated on progress and accepted to have all of the work done on the vehicle, while addressing any concerns or questions she may have had.  Mountain Top also provides all service customers with a free loaner car, if the customer does in fact need one.  In this specific case Ms. ****** did decline the use of a loaner vehicle.

  Mountain Top has not been made aware of any hard feelings between Ms. ****** and the business, other than this BBB complaint.  Ms. ****** did inform the company she was going to attempt and take down the complaint.  If there are any further questions from the customer she is more than welcome to reach out if she feels that she was done wrong in any way.  We want to always ensure quality service with all of our customers and are open to any questions she may have.

• Initial Complaint

  03/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We brought our **** ***** ******* to ******** *** *****s with an AC problem and what turned out to be a transmission problem but was initially misdiagnosed as a bad motor mount. When we dropped off the car we were told that they would perform a pressure test on our AC, so when they called us and said that we needed a new evaporator, we requested for the repair. When we picked the car up, we had a whole new set of problems. We had a airbag light on that had never existed, the air would not shift from front to back and we later found out that it wouldn’t switch from hot to cold any longer either. We called ******** *** back and dropped the car back off with the same problems. 1) An AC that only got cold for approximately 1 week and then stopped 2)The Motor mount clearly didn’t fix the jerking. It actually made it worse. At that time we were told that it was leaking coolant (technician pointed out the dye leaking out that had originally been overlooked) And we were told that the motor mount problem was not actually that at all, it was actually a bad transmission. We are now $1000 into this repair for an evaporator that wasn’t even needed and then at that time quoted another $4000 for the transmission. As well as $500.00 a piece to replace the two blend door actuators. We had the front to back actuator replaced (which based on their track record it probably wasn’t even the problem), but declined the second $500 actuator with plans to replace on our own. A little side note, we took the car home and put in stop leak into the AC and haven’t had one problem since with the car cooling. When we removed the actuator to replace, it still worked, so we had to continue to investigate. We spoke to a mechanic whom informed us that the door alignment was directly correlated to the dash being removed when the evaporator was replaced and that we need to take it back to whomever fixed it last. They now claim the door melted and fused itself and that they’re not going to help us.

  

  Business response

  04/07/2023

  I am responding on behalf of ******** *** ***** Comp. regarding complaint ID ********.

  The customer is correct in reference to prior service done on their vehicle.  All repair orders and receipts from May 2022 & July 2022 are attached.  The credit receipts from both transactions show a discount of $15.78 on the total repair orders between the 2 transactions.  Also, attached are screen snips from our credit card processor showing the amounts that were also waived for the 3.5% processing fee in the amount of $150.26.

  The final ***  ******, also attached, displays a drop off date of 01/13/2023.  Originally, we were going to charge the standard diagnostic fee of $69.99 and when advised of the repairs found the customer declined having the work done.  The customer also preceded to refuse to pick up his vehicle from the service center.  We were willing to work with the customer throughout the ordeal, but all opinions that were provided to the customer for service were consistently rejected.  The general manager did request that the customer come pick up his vehicle multiple times and also cleared out any money due from customer.

  On Thursday, April 6, 2023 mid afternoon the customer came to our service center and preceded to make multiple vulgar statements, immediately followed by making threats of physical harm to all of the staff.  *** *** was provided his keys to his vehicle and asked to not return to ******** *** ***** Comp. or service center by general manager, ***** ******  Due to the customer's  behavior there will be no available solution to the request for service, for fear of harm to our staff.

• Initial Complaint

  03/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took 1989 bronco in for repairs around beginning of July . 6 months later still not repaired after paying $2010.00 . Vehicle was worse condition than when dropped off . They broke intake manifold , radiator, broke all u bolts on rear axle , front end was not aligned as promised. Scratched passenger window glass deep gouges . Left 2 spark plug wires hanging loose . Put on parts not related to the problem which was never completed. They fired the mechanic 6 months into this ordeal and never called . They claim they don’t remove him and weren’t sure if my vehicle was even there . The repair bill at the current shop I took it to is $5672.00 so far trying to straighten out damage caused at mountain top service . We have contacted them several times and get the run around ect .. we are seeking full refund only . $2010.00 which is reasonable and doesn’t include all expenses lost because of their negligence and poor work over an unbelievable 6 month period . Being fair as not to include several towing bills and fluids , multiple parts and labor exhausted just trying to get vehicle to more reputable shop . Thank you

  

  Business response

  03/22/2023

  Customer, **** ******, according to the repair order *****, dropped off his 1989 Ford Bronco (vin# *****************)on July 25, 2022 with 146,215 miles.  He requested a Missouri state inspection, an alignment, and a concern of a high idle on vehicle at start up.  He also got a complementary multi point inspection.  The vehicle failed the Missouri state inspection steering gearbox play, front stabilizer links, wiper blades, drag link play, and front stabilizer shock bushings.  The windshield was also cracked by the rearview mirror.  A code scan was performed and found a 61 code, coolant temperature sensor ground fault, and a 32 EGR, signal too low.  On the concern of the high idle at start up the issues found were a leaking exhaust gas recirculation pipe, idle air control had carbon build up, and needed a tune up with fuel induction cleaning.  Initially, the alignment couldn't be completed due to worn front steering components.  On the multi point inspection the vehicle was to need rear drive shaft u joints, a shift linkage bushing, and the fuel filter service based on the mileage by manufacturer recommendations.  Work performed was steering gear box assembly, Drag link, front stabilizer links, steering dampener bushing kit, wiper blades, both rear driveshaft u-joint, shift linkage bushing, installed customer wiper knob, and an alignment.

  The customer's complaint stating that we possessed their vehicle for 6 months doesn't align with the repair order that we possess.  None of the repairs on the possessed repair order state of any work having to do with the rear U bolts on the Bronco.  However, had all the u bolts been broken upon pick up of vehicle it wouldn't have been drivable.  So this accusation, could not have been true upon payment and pick up of the vehicle.  The vehicles only diagnosis for anything coolant system related was the coolant temperature sensor which is mounted on the intake manifold, therefore the radiator was not a component that would have been directly affected by the repairs performed.  The statement that the coolant temperature sensor was installed for no reason according to the diagnosis and the repair order there was a code that was in the computer for the sensor being faulted to the ground.  As these repairs took place between July 25, 2022 and October 1, 2022, it is not possible to check or verify that the work performed and if it did or did not damage the intake of the Bronco I have no way to confirm or deny this claim.  To the knowledge provided to me the vehicle left the premises under its own operation so the claim to be undrivable is void upon driving the vehicle away.  The shop at no point created its own list of fixes for the vehicle as it needed a state inspection the customer was informed as to the repairs it needed to pass state inspection and those repairs were met.

  With the time frame that exists between completion and the customer complaint there is no way for the shop to verify any of the complaints to be the fault of the work performed here at the Mountain Top Service Center.  Mountain Top Motor Comp. as a whole has never claimed a "specialty" in any area of the service department and has no knowledge of ever having an employee by the name of ****.  Also, you will see attached a ****** review from the same customer forming a very similar complaint that was submitted to the BBB, in response we requested a phone call to attempt to rectify this situation and have not heard a word to date.  We encourage them to reach out to us to further discuss this matter, but unfortunately as of right now we will not be issuing a refund due to lack of sufficient evidence.  Our time frames in service, are not the best at times, but they are also a direct reflection of the delay of parts due to nationwide shortages.  This rebuttal was put together by head technician/service manager and our H.R. and office administrator to ensure that all facts were presented appropriately.  Please feel free to reach out via email or call (**** ********. 

• Initial Complaint

  09/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I've got numerous issues with this dealership. This particular complaint will be about their service shop. Mountain Top does their own vehicle inspections and I am certain they pencile whip alot of it. Their GM claims there is just no way they could have caught some of the major mechanical issues I've had with both the vehicles I purchased from them. I find that hard to believe given the time lapse between the purchase and the arising of the issues. The state of Missouri should revoke their license and capabilities to pass state inspections of their own vehicles which clearly would never pass a 3rd party inspection. Look at other BBB reviews. There's multiple experiences like this.

  

  Business response

  09/30/2022

  See response attached for full details and summary of actions.

  We have attempted to resolve this dispute in several ways, including helping to elevate some cost for consumer and even attempting to buy back the vehicle. All solutions were rejected by the consumer.  There is simply nothing we could do to appease the consumer at this point. 

  Customer response

  10/03/2022

  Complaint: ********
  
  I am rejecting this response because:

  
  The initial offer of purchasing the vehicle back was at a much lower cost, unreasonable to the degree of having already had to put money into some fixes as well as having only put 450 miles on the vehicle since the purchase. Their attempt to purchase the vehicle back was also explained to me as, I would get less money in return from the "extended warranty" purchased and that if I instead decided to trade it in for another vehicle, I would receive the full amount. In doing so the company became short sighted on resolving the issue and was upset that I did not want to chance purchasing another truck from them. They made it sound like they would assist with the fix by covering half of the cost although there was no estimate on how long it would take. They have billboards stating if your vehicle is in their service shop that they'll provide you with loaner vehicles. During the time my truck was waiting on their service shop, the first vehicle they gave me had a check engine light in, smelled of smoke, headlights were out, and both of the bumpers were falling off. They provided me with a second vehicle after I returned that one stating I do not feel comfortable putting my family in this car. That second vehicle they demanded back after a short time of use then pressured the trade in offer. The GM does a good job with displacement of accountability. Talked to me like I was the one being unreasonable. I took my truck back after they said all deals are off the table. In the end, They are the ones who refused to reach a solution. I took my truck to a GMC dealership and had their shop give me a second opinion and inspection. Come to find out, one of the wiring harnesses mountain top motors service shop said was bad was actually fine, that would have cost my $1200 to fix supposedly, the other harness that was the main problem their tech showed me, it had a cut from a knife or razor blade down it, which had exposed the inner wires that most likely caused the TCM to short out and fail. The exposed wires were without any rust or sign of it having been in that condition for very long. How it happened in not sure but I do know the truck was in their possession as much as it had been in mine by the time the issue arose.  The mountain top motors service shop told me it looked as if the truck had become submerged somehow. Completely false in the opinion of the shop tech at the GMC dealership. There's so many things this company did in my situation that was of poor judgment in my opinion considering what one may assume to be good business. They never made it a priority to mitigate this issue and reach a resolution.  The second I slightly entertained the idea of trading the truck out, it became their only focus and when I was in disagreement with what it was going to cost me they pulled out entirely knowing I wouldn't fall for their junk a third time. 2 vehicles purchased from them, both have cost me thousands already to fix. One was parked for over 2 months. I am currently creating a petition to the ******** ** to revoke their ability to pass their own vehicles through state safety inspections. I believe the only used car dealerships that should be allowed to do so are ones certified and representing a manufacturer. Mountain top motors knows they hold no liability in the end and can get away with doing business as they currently are. My feeling from experience is that much of what is involved in the state safety inspection may be pencil whipped. 0

  I reject their response as it is simply inaccurate and unjust. 
  
  
  Sincerely,
  **** ******

• Initial Complaint

  08/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a car from this place with a warranty. The Baal joint broke on the interstate yesterday and they refuse to even return a call. They did not stand behind the car and only seemed interested in playing games on the phone.

  

  Business response

  09/20/2022

  In reference to the complaint ID# ********.  This vehicle was sold As Is off our lot on April 23, 2022.  There were no post sale warranties purchased from *** **** or *** *****, as shown on the attached Buyer's order and Buyer's Guide.  Both parties signed counseling to the binding financial agreement and purchase of the vehicle in question.

  Also, in reference to the event a police report was filed with **** Police Department, report# ***********  A copy of the police report has been requested, but due to the nature of the report it is currently with the ******* County prosecuting attorney.

  If there are any further questions, comments, or concerns, please do not hesitate to contact ******** *** ***** ****.

• Initial Complaint

  06/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  MY NAME IS ***** ***** OF FOLEY MO. I AM FILING THIS COMPLAINT FOR REASONS OF DECEIT, MISREPRESENTATION, POOR BUSINESS HABITS/ ETHICS AND NOT REFUNDING A REFUNDABLE PRODUCT FINANCED ON MY CONTRACT WITH THE DEALER "MOUNTAIN TOP MOTORS OF TROY MO". I BOUGHT MY VEHICLE, 2013 FOR F150, AUGUST 14, 2021 FROM MOUNTAIN TOP WITH THE UNDERSTANDING THAT I COULD KEEP MY PERSONAL ITEMS THAT WERE IN MY TRADE IN FOR THIS PURCHASE, (A DELTA TOOL BOX ACROSS THE BED $384.88, 2 SMALL WORK LIGHTS LED IN BOTH SIDES OF HEADACK B RACK $179.00, ONE LED LIGHT BAR MOUNTED W 24' HARNESS $84.99 , ONE HEAD ACHE RACK ALUMN. RACK DEE ZEE BAR $702.98 ) THE TOTAL VALUE TO THESE AFTERMARKET FIXTURES I HAD ON MY TRUCK WERE = $1351.85 NOT INCLUDING LABOR COSTS...NOT ONLY WAS I TOLD BY DEALER I COULD COME BACK THE NEXT DAY AND TAKE MY PERSONAL THINGS OFF THE TRICK BUT THEY HAD SOMEONE THERE TO HELP ME. I WENT BACK THE NEXT DAY AND THEY TOLD ME MY TRUCK HAD BEEN SOLD AND THAT THERE WAS NOTHING THEY COULD DO ABOUT IT. TWO WEEKS LATER I SAW MY OLD TRUCK WITH ALL MY PERSONAL THINGS STILL ON THE TRUCK FOR SALE ON THEIR LOT FOR 15K MORE THAN WHAT THEY GAVE ME ON MY TRADE IN PRICE!!! WE CALLED THE MANAGER MR. ***** MULTIPLE TIMES AND NEVER GOT A CALL BACK. SECONDLY, I WAS TOLD BY THE FINANCE MANAGER DURING PURCHASE THAT I HAD TO BUY AN EXTENDED WARRANTY EVEN THOUGH I DONT DRIVE THE TRUCK THAT MUCH. I LATER FOUND OUT FROM THE BANK THAT I WAS MISLEAD & MISREPRESENTED AND THAT I DID NOT HAVE TO PURCHASE A $3500 WARRANTY. THEY LIED TO ME REPEATEDLY. MY CREDIT UNIION SAID TO CALL AND CANCEL IT, WELL I TRIED BUT THE DEALER WOULD NOT DO ANYTHING AGAIN. I FINALLY CALLED THE WARRANTY COMPANY DIRECTLY ABOUT A MONTH AGO. SPOKE TO ****** AT ASC ,SHE SAID SHE CANCELLED IT AND SENT THE CHECK TO MOUNTAIN TOP. WHEN I CALLED MOUNTAIN TOP THEY SAID THEY HAVE NEVER RECEIVED CHECK AND THREATENED TO CALL THE POLICE IF I CAME UP THERE. THE WARRANTY COMPANY STATED THEY HAVE ONGOING ISSUES WITH THIS DEALER. STILL NO REFUND OR CALL

  

  Business response

  06/28/2022

  Hello,
  
  Please find the following documents attached:
  
  Our response to complaint ID ********
  Exhibits A-G (supporting documents)
  
  Please let me know if you have any further questions. 
  
  Thank you,
  ***** *****

*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. ↩