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:06/28/2023

  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.

  My husband hired them to fix our car around 6/19. The car was running when they started fixing it. The timing belt needed to be replaced. We have bought all the parts to fix the vehicle. The worked on the vehicle for a week. It does not run now. They sent an invoice with their address on it and now state they are sueing us.

  Business Response

  Date: 06/28/2023

  Dear *****,
  

  We, the legal team representing Road-A-Motive, are writing to address a recent miscommunication between yourself and Mr. *****. Our inquiry revealed that the underlying issue stems from a time constraint involving our technician, Nicholas, who is an active military personnel. It is important to note that his absence, which may have appeared as a vacation, was in fact a mandatory military training that he was legally obligated to attend as per government regulations. We have no jurisdiction over such matters.

  
  Regrettably, due to this unavoidable circumstance, we were unable to complete the necessary repairs within the designated timeframe. However, it should be emphasized that had it not been for the aforementioned time constraint, Nicholas would have been able to address the issue upon his return from training. Complicating matters further, Mr. ***** has expressed an urgent need for his vehicle to be ready by Friday, June 30th, 2023, as he intends to embark on a vacation to the beach to meet with you. The confluence of these factors created a significant time-related challenge.

  
  To rectify the situation, our CEO, Mr. Ru****, personally explained the circumstances to Mr. *****, assuring him that once the required services were paid for, appropriate measures would be taken to remedy the situation. Although the job can still be completed at a later date, it was imperative that the payment be made as planned yesterday to facilitate a smoother resolution. To alleviate Mr. *****'s inconvenience, Mr. Ru**** proposed that Road-A-Motive would cover the cost of a rental car, allowing Mr. ***** to enjoy his vacation without concern for his vehicle. Furthermore, as a gesture of goodwill and to express our apologies for this incident, we intended to provide a thorough interior and exterior detailing of the 2016 ***** ******* 2.4 LT, and potentially address the dent on the side of the vehicle.

  
  Initially, an agreement was reached, and monetary compensation was exchanged. However, within a minute of finalizing the deal, Mr. ***** contacted Mr. Ru****, precipitating a significant escalation of the situation. Mr. ***** voiced doubts about the satisfactory resolution of the matter, leading to a reversal of the agreement and a return of the funds. Unfortunately, during this exchange, Mr. ***** made statements of concern and raised safety issues that we take very seriously. Additionally, he indicated a preference for having a neighbor repair the vehicle instead of engaging our services. Subsequently, he threatened legal action and invoked the involvement of his attorney. It is important to clarify that our intention was never to initiate legal proceedings; rather, we sought to step back from the situation to allow for a more amicable resolution and for emotions to subside

  
  We possess the necessary evidence, including videos, to support our position in any potential legal proceedings. Nonetheless, we earnestly desire to resolve this matter outside the court system. However, we must express our concerns regarding the threats made by Mr. ***** towards our business and the address he mentioned, which is inhabited by not just one resident but three others, bringing the total to four. Given the seriousness of such actions, and considering our reservations about Mr. *****'s potential for carrying out these threats, we take this matter with the utmost gravity.

  
  To reiterate, our aim has never been to pursue legal action. Rather, we believe it is in the best interest of all parties involved to find a mutually agreeable resolution and allow tensions to dissipate. Should you require any further information or have any queries, please do not hesitate to contact us via email at ***********************.
  

  Yours sincerely,

  The Road-A-Motive Legal Team

  Customer Answer

  Date: 07/06/2023

   I am rejecting this response because:
  
  
  
  
  The company was not honest
  with us and did not complete the job they were hired to do. Road A Motive kept
  giving us the run around. 
  There is no miscommunication between my husband and me. 
  We do have a neighbor that is
  a licensed mechanic that we should have gone to get our vehicle repaired
  however he would have been several weeks before he would have been able to
  start repairs and we wanted to have it fixed sooner. In hindsight, we should
  have waited and never contacted Road A Motive.
  My husband was not informed before Nicholas sent him a text
  message stating I'm going out of town today. I'm out of options", It was
  not conveyed to us that Nicholas was going out of town for the military however
  it was that he was going on vacation. The closest military base to ****** ** is
  over two hours away. I do find it very difficult that an active-duty military
  person could live so far from a military base. If it would conveyed to us that
  he was going for military training, we would have completely understood.
  My husband did want the vehicle to be fixed to go out of town.
  It was promised to him that they vehicle would have been fixed in time for him
  to go out of town. If Road-A Motive would have been honest with us, we would
  have been able to make other plans. It is very difficult to make other plans 3
  days before a holiday weekend, when we were told "out of options".
  Road-A motive came to complete an estimate on cost, repairs and time need to complete
  the repairs on the vehicle on 6/19/2023 and on 6/27/2023 they stated Nicholas
  would not be able to fix the vehicle. 
  When Road- A Motive started working on the vehicle it still ran
  and was able to move, since they have worked on the vehicle it no longer runs
  or moves. There was a timing belt issue on the vehicle, but the vehicle was
  still able to run. Since they have worked on the vehicle it has jumped time and
  is no longer a functioning vehicle. During the time that Nicholas was supposed
  to be fixing the vehicle, he made things worse. I would not want him or anyone
  else from Road-A Motive to work on any motor vehicle that I have. I would also
  not recommend them to anyone else that is in need of repairs unless the person
  wants a very big yard ornament.
  We do understand there was a time contrariant however we were
  told several times the vehicle would be fixed by the 30th until we received a
  text message stating out of options. 
  We have never paid for repairs for a vehicle before the repairs
  were completed. I do not think sending an invoice for repairs that were not
  completed and a vehicle that is now in worse shape since they worked on it.
  Gabriel
  promised my husband that if he paid the invoice that Road-A Motive would fix
  the vehicle and pay for a rental car. It was stated that rental car would only
  occur if we paid the invoice so that Gabriel would be able to turn it into insurance
  before they could move forward with any other repairs and a rental car. My
  husband inquired of the contact information for thier insurance to see if the
  information that was given to him was correct. Gabriel states that he would
  give him the number of a friend to talk to. We did not ask for or want an
  interior and exterior detailing of the vehicle nor to address the dent. All we
  asked of Road A Motive to was fix the repairs they were hired for and nothing
  more. 
  During the agreement that my husband and Gabriel agreed to,
  Gabriel states that the piece of paper is not worth anything due to it not
  being notarized. My husband became very concerned with this and became upset as
  anyone would. My husband did state that he would talk to any attorney due to none
  of the information that Gabriel told him appeared correct or above board.
  Gabriel however contacted my husband with Road A Motive legal team stating not
  to contact them anymore. 
  
  My husband received an invoice from the company. While talking
  to Gabriel my husband learned the address on the invoice is not a business
  address but a residential address where the owners of the company currently resides.
  Until my husband was given this information, he thought it was a place of
  business and not a residence. There were not any threats other than my husband
  stating he was going to go to the address (business) to talk to Nicholas in
  regards why our vehicle is not running anymore. This was before he has known it
  was a residence. 
  My husband was very upset after speaking with Gabriel on
  6/27/2023 and states that he is going to consult with an attorney, however he
  did not state that he was going to take legal action. After speaking with my
  husband, Road-A Motive sent my husband a text message on 6/27/2023 after 10 pm
  stating they are the Road-A-Motive Legal team and for my husband is not to have
  any contact with the company except through the legal team. Road-A-Motive did
  not have any intention to allow things to calm down and to  find a resolution acceptable for both parties. 
  Neither I nor my husband have contacted the company since that time. My husband
  did receive a text message from the company stating the suits are
  involved. 
  Attached is the text
  messages, invoice and email from Road A Motive 
  We would like Road A Motive to have a our vehicle towed to a
  mechanic of our choosing and cover the cost of towing and all repairs
  associated with their incorrect repair of the timing belt. 

  I am not able to attach the compressed file to this document. 

  
  

  Business Response

  Date: 07/07/2023

  Dear *****,

  
  We hope this letter finds you well during your trip. We are writing to address the ongoing miscommunication between our respective parties. Unfortunately, it has been over a week since we received any form of contact from either party, hindering our ability to rectify the situation. We have diligently checked our emails, text messages, voicemails, and call logs, but we have not heard from you or Mr. *****. We have been eagerly awaiting a response so that we can promptly resolve all outstanding matters

  
  We want to emphasize that we are not rejecting any requests or denying responsibility. On the contrary, our utmost priority is to make this right and move forward. However, effective communication between both parties is imperative for achieving that goal. In the present case, it is evident that there has been a breakdown in communication from all sides. You mentioned that Mr. Nicholas failed to inform Mr. ***** about his departure, which appears to have contributed to the current state of affairs.

  
  Contrary to what may have been inferred, we did not state that Nicholas "couldn't fix it." In fact, both Mr. Ru**** and Mr. ***** mutually agreed that assigning another person to address the issue would be the most appropriate solution. It is accurate to say that the vehicle was operational and running prior to our departure. We possess dashcam footage and audio recordings corroborating this fact, captured before we left at 2 am after completing the repairs. We are more than willing to share these videos with you if necessary.

  
  Furthermore, it is important to note that if the matter had progressed as intended, the car would have been fully repaired by now, and all issues would have been resolved. However, we find ourselves in a position where we are unable to proceed due to outstanding payment for our services. Mr. ***** agreed to our terms and conditions, and until we receive compensation, the car remains in a pending status. This impasse prevents any further progress or resolution.

  
  Regarding the issue of payment timing, it should be understood that Nicholas had to attend military training at that particular juncture. It was not a discretionary choice but an obligation, as he is a reservist in the army. We are more than willing to provide both Nicholas's and Gabriel's military identification to corroborate this fact. Additionally, it is worth noting that Nicholas will be deployed within the next year. Although he is not on active duty, military training remains a mandatory commitment for him.

  
  Regarding the statement made by Mr. ***** about speaking to a "friend," Gabriel never asserted that a "friend" would handle the matter. We possess an audio recording of the entire conversation between Mr. ***** and Gabriel, and it clearly demonstrates the absence of any such claim. It is important to note that we are legally permitted to record conversations, as Mr. ***** agreed to our terms and conditions. Furthermore, under the laws of North Carolina, where this conversation took place, only one party's consent is required to record a conversation, which we possess in this case.
  Regarding the Certificate of Insurance (COI), we did present it to Mr. *****, and we have a copy of the COI from the relevant date. Furthermore, the interior detailing service was provided free of charge to mitigate the inconveniences caused by the time constraints and the limited options available to us. We aimed to offer the best possible outcome given the unfortunate timing of the situation.

  
  Additionally, we did send you a text message advising against further contact with Gabriel or Nicholas. If you believe there is any erroneous information in our previous communications, we kindly request you to specify the inaccuracies so that we may rectify them promptly. We are fully committed to resolving this matter and have no objections to addressing any concerns that may have arisen.

  
  Allow us to explain the rationale behind involving our legal team. Gabriel, due to various personal health issues related to his cardiomyopathy, has an array of responsibilities that he must manage carefully. Stress is a major concern for him, and he aims to avoid high levels of stress whenever possible. Hence, he delegated the task to another individual. If necessary, we can provide medical documentation confirming Gabriel's cardiomyopathy.

  
  Regarding the alleged threat claim, we possess an audio recording of the conversation between the parties involved, where the threat is clearly discernible. Furthermore, the address mentioned in our records and invoice is both a business address and a residential address shared by three other tenants. The complete address is included on the invoice to facilitate mailing payments or other correspondence. However, access to the full address is restricted to customers only.

  
  Regarding the mention of invoicing the "suit" to the legal team, Gabriel expressed regret that the situation had escalated to this point and never intended to pursue any form of legal action. We reiterate that we have no intention of initiating legal proceedings whatsoever. Furthermore, we opted for written communication via email and text messages to prevent any misinterpretations that may arise during phone calls or in-person conversations. This method ensures a clear and accurate record of all interactions.

  
  Once again, we would like to emphasize that we are fully committed to resolving this matter and making all necessary repairs to the car. Our objective is to rectify the situation, and we are open to arranging a meeting or any other means to facilitate a satisfactory resolution.
  We look forward to your prompt response, enabling us to move forward and find a mutually agreeable solution.

  We would like to state again please contact us at *********************** so we can handle this all accordingly.

  
  Sincerely,

  The Road-A-Motive Legal Team

  Customer Answer

  Date: 07/14/2023

   I am rejecting this response because:
  
  
  
  
  I do not Road A Motive to go anywhere near our property or vehicles. I would like them to pay for a tow truck and repairs with another mechanic.

   

  I understand that you state that you have recordings and videos. I have yet to see any of this. Also I want you to be aware of this General Statue in regards to audio and video recordings. 

  NC Gen Stat § 15A-287 (definition & penalty), § 15A-296 (civil damages)
  
  In regards to not contacting Road A Motive. My husband was told not to contact your company. Also as we have only consulted with an attorney and have not retained an attorney at this date we are not able to converse with a legal team. It is unethical for your legal team to contact us without us having an attorney also.