ComplaintsforWhite Motors

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  April 29: my Mustang was towed to White's due to losing power when driving.May 2: Whites said the car needed a new fuel unit ($700). There was also an issue with the front suspension ($3,200 to fix both problems).After the fuel unit was replaced the car still didn't work. They now felt the problem was the onboard computer ($1,600). New total: $4,700. 13 June: Whites said they were running more tests as the car still didn't work.14 June: White's said they were charging the battery, which had gone flat because they had left the car sitting around for weeks.17 June: Whites said they were running a "final" test and felt there was some issue with the gas. I raised concerns about the mounting costs and lack of clarity as to what was wrong with the car. They offered to replace the fuel pump at no further cost.21 June: Whites fitted fuel pump. Still not working.Diagnostic was showing the same error code as on May 2.Due to their failure to diagnose the fault and fix it, and the length of time, I asked for the car back. Spoke with ******* (Service Manager) who wanted to liaise with ****; he asked me to give him till Monday (which would be week 7).24 June (Monday): No work from ******* 25 June: I called. Still no progress. More stalling for time. I stated that I wanted the car back. ****** proceeded to argue. I informed her I would therefore take action to have the car returned. I need to take it to a different mechanic. I also explained that, due to nearly 7 weeks of not being able to work outside the house, I have lost a lot of money, and have started looking into buying a new car.

  

  Business response

  06/28/2024

  Thank you for bringing this to our attention.  I will get with the service manager and ****** and dig into your issue for you.  You also mentioned that you are looking for another vehicle.  Would you like me to have someone in reach out to you about trading your Mustang? If the vehicle is in great condition we may be about to allow you more than normal trade value to help with the issue you have with the repair.  Kindly let us know.

  Customer response

  06/28/2024

   
  Complaint: 21898386
  
  I am rejecting this response because:

   

  I thank you for your prompt and courteous reply, but the issue is still not resolved. I need Whites to either complete the work ASAP or return the car (have it towed to my address). We are coming up to 8 weeks now, and the car has not been fixed. I think it would be reasonable if this could be wrapped up within one more week (by July 5th). I propose that you complete the repairs to my car by 5th July and only charge for the parts and work that was essential to fixing the problem. If you are unable to repair the car by then (after 8 weeks) I would like you to arrange to have the car towed back to my home address at no cost to me so that I can seek help elsewhere.

  Thank you for your offer of a trad in and help with buying a new car, but my wife went ahead and ordered a new car last night. She drives 45 minutes to work Mon-Friday and during this period has had to take my truck (which is not at all reliable). She couldn't allow this situation to go on any longer for fear of breaking down on the way to work.

  Ideally, I would like the Mustang back within the next week because I have a trip planned for the following week. I have already had to cancel two out of town appointments because the car has been out of action for nearly two months.

   

  I hope you can work with me on this.

   

  In summary:

   

  1. Finish the repairs by 5th July and then revise the billing accordingly.

   

  or

   

  2. Arrange to have the car returned to me by next Friday (5th July)

   

  Thank you for trying to get this resolved.

  
  
  Sincerely,
  
  *********************

  

  Business response

  07/03/2024

  I will follow up with the tech and see where ****************** is on helping with the diagnostics.  

  Customer response

  07/03/2024

   
  Complaint: 21898386
  
  I am rejecting this response because:

  I appreciate the efforts to work with **** on this, but I still have no car, and it's coming up to nine weeks now. My understanding is that you were working with **** on this last Friday. Given that it's a holiday tomorrow, I assume the car will not be fixed this week. 

  
  
  Sincerely,
  
  *********************

  

  Business response

  07/09/2024

   

  We hope so too.  We did offer to remove all the parts installed and return the vehicle to you.  Kindly contact ******* and let him know what you would like him to do and to find out if **** has given the tech any further direction on a fix for this bizarre fuel pump issue.    Unfortunately we have zero control over **** and when they respond, sad but 100% true.  But we are all trying.  Would it not be easier to just communicate with ******* directly vs the BBB?  It doesn't make a difference to me, but it would be easier for you.  The BBB has no say so on getting **** to help us or resolving getting **** to respond.  Either way we are all working on getting your issue resolved.

  Customer response

  07/09/2024

   
  Complaint: 21898386
  
  I am rejecting this response because:

   

  Firstly, I see no offer from you to remove all the parts you installed and return the vehicle to me. I asked you to do this several weeks ago, but that did not happen. Since then, you have liaised with ****. However, on Tuesday 2nd July when I spoke with *******, he felt the **** engineers had almost pinpointed the problem and hoped to know for sure later that day. On Wednesday 3rd when I spoke with him again there was still no progress. He said he would call me first thing Friday morning after the holiday. He did not call. On Monday 8 July I left a message for my Kitchen to call me with an update. Shortly afterwards, ******* called. Still no progress (running more diagnostics and sending them to ****). I explained that I have a roadtrip coming up on Wednesday (I have cancelled this trip three times already due to having no car). ******* again sounded hopeful the car would be fixed in time.

   

  So, in response to your BBB message, I have been in regular contact with *******. Repeatedly, he has failed to call back with updates when he promised. Furthermore, it has been approximately 10 weeks now, and you still have not fixed my car. It hardly seems fair that you are now blaming ****. 

   

  Given that I need the car in order to work outside of the home, I think the best thing would be for you to arrange for the vehicle to be towed to an authorized **** mechanic. I believe you have been in contact with a **** representative who should be able to advise on the nearest authorized mechanic. If you want to remove the parts you installed and replace the originals, that's okay, so long as everything functions as it should.

   

  Alternatively, you could just have the car towed back to my home address and I will look into getting it to unauthorized **** mechanic instead.

   

  This can't be allowed to go on any longer. I have lost money, work, clients due to the lack of transport. We've just had top buy a new car so that my wife can get to her job (something we were not expecting to do for years, given the reliability, until now, of the Mustang).

  
  Sincerely,
  
  *********************

  

  Business response

  07/10/2024

  No problem, I will have them remove the new parts and replace them with the ones we took off. I will have ******* have the vehicle returned to your house.  I am truly apologetic that the problem could not be resolved in a timely matter.  

  Customer response

  07/13/2024

   
  Complaint: 21898386
  
  I am rejecting this response because:

   

  Thank you for agreeing to return the vehicle. However, when ******* phoned me (I was out of town for two days at the time) he wanted payment of $2,400 before he would have the car returned to us. He stated that this was for the repairs to the front suspension. I told him this was unacceptable, the reason being that we brought the car to you because it was losing power. This is the problem you were asked to fix.

  When your mechanic initially diagnosed a problem with the fuel unit and ****** called to tell me what the issue was, she told me it would cost $700. She also added that the mechanic felt there was an unrelated issue with the suspension which could be fixed once the fuel unit issue was taken care of. When I agreed to the suspension being fixed, it was obviously on the understanding that the car would be fixed first (i.e. the power loss issue would be resolved and the car would be drivable). This, according to State law, is how things should be done: fix the problem that caused us to bring the car to you, and then mention anything else you noticed that we might want to have addressed once the primary issue has been resolved. There is obviously no point doing optional extra work until the main (sole) issue has been remedied. Always, any additional work should be performed AFTER the principal problem has been addressed.

   

  If you can't fix the problem, you need to say so and permit me to take the car elsewhere, not allow this to go on for nearly three months, and then, when the situation has become intolerable, charge me for work that was unrelated to the reason we brought the car to you. I feel it was reasonable to expect you to tell me you did not know how to fix the problem with the power after 1-2 weeks. After that, I should have been free to take the car elsewhere.

   

  The only acceptable outcome at this stage is for you to return the car to us (by tow truck) at no cost whatsoever. If this means you need to undo the work you performed to the front suspension (ensuring that you restore the car too the exact condition it was in when it was brought to you--i.e. it started and would run for several minutes before the power drain), I have no issue with that.

   

  But we are not prepared to pay for additional work, which should have only been done after the power issue was taken care of and the car was roadworthy. 

   

  
  Sincerely,
  
  *********************

  

  Business response

  07/15/2024

  No problem

  Customer response

  07/16/2024

  The car was returned to us today. It no longer starts at all (when we took it to White's it would start then lose power after a few minutes). During the first few weeks of diagnostics, ****** confirmed that it was still starting but losing power. So, I am not sure what has changed. I am having the car towed to an authorized **** mechanic who will be able to confirm that everything was put back as agreed, and that the car is in the same condition it was in when taken to White's.

  I am, however, satisfied that we have the car back and that we are not being charged for work that did not fix the problem.

   
  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

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I put my special order Mustang in their shop for an intermittent starting problem. They opened a ticket with ***** The service manager said **** told them to replace the fuel pump. Over $1000 and this did not fix the problem. He then said **** suggested wiping the on board computer and reinstalling the software. This too did not correct the problem. After almost 90 days in the shop I finally had to demand the vehicle be returned to me. When I picked up the vehicle, they had put **** miles on the vehicle that before only had **** miles on it. I later learned the service manager was driving my vehicle as if it was his own. The owners refused to discuss the issue with me. The vehicle was abused and my collectable Mustang is of no value to me for what I purchased it to do.The new COP refuses to prosecute. The Sheriff refuses to prosecute. The ** refuses to prosecute. No local lawyer will take a case against White Motors. This is a systemic problem in this area because the judicial system is in bed with the owners of this business. White Motors uses software the is pre ****. This allows them to use terms like "suspected" and "possible" to justify over charging for repairs that are not required. White Motors is a problem. But they are being allowed to bilk customers because our judicial system in this county turns a blind eye ---- unless it is a citizen. They know how to prosecute if it's against you and I. They should be forced to upgrade their software to include actual data. It the component is "suspected" to be bad, then provide data to support the claim. Driving my vehicle the equivalent of across the U.S. for "suspected" problem that is scientifically impossible is called "unauthorized use of a motor propelled conveyance" is a criminal violation that should and must be enforced

  

  Business response

  12/18/2023

  all of this was handled with ************ legal counsel from the records on file. 

  Customer response

  01/05/2024

   
  Complaint: 21002854
  
  I am rejecting this response because:

   

  The business didn't resolve it through legal counsel as we did not agree on the settlement agreement. The issue still has yet to be resolved.
  

  
  
  Sincerely,
  
  ***********************

  

  Business response

  01/08/2024

  We are sorry you feel this way

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a car from white motors ************** *** 3 months after having it had motor recall factory warranty covered then the transmission got replaced under warranty.. the car has been in the shop for almost 6 months they called and said the a.c don't work but everything worked fine when it went in to the shop a.c worked fine heat radio all the components inside worked just fine now they said a.c don't work the compressor needed replaced and now they want to charge money to fix it but I believe they are the ones that broke it while they replaced the motor and transmission the a.c worked just fine no issues at all with it before it went in to the shop. I have called several times to discuss this matter with the management I get told manager is not around he is in a meeting or not available i also asked for a owner to call me about this matter no call backs I keep getting the run around

  

  Business response

  08/10/2023

  We have no records of a vehicle under the name of ************ being in the shop

  Customer response

  08/10/2023

   
  Complaint: 20439423
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer response

  08/11/2023

  That is a lie. There is a car in that shop with my name on it I can provide all information needed I have proof since white motors what's to lie i will be contacting news station about this issue.. that car in white motors shop is in my name it was purchased from white motors my name is on the loan my name is on the registration my name is on the property tax.. good luck on trying to cover up this lie a copy of this conversation with be sent to the media asap

  

  Business response

  08/21/2023

  I will have the team look into the ** issue and reach out to ***** Normally a transmission repair is not related to an ** issue.

  Customer response

  08/22/2023

   
  Complaint: 20439423
  
  I am rejecting this response because: the motor has been replaced as well as the transmission replaced. I want the car back in working order like it should be no charge the car has been in the shop way to long. I will not be satisfied until that happens.. white motors has had possession of the car since April its now August about to be September. It's been way to long. We will never do business at whites ever again just want to get the car back in working order with nothing broke with no charge
  
  Sincerely,
  
  *********************

  

  Business response

  08/28/2023

  We understand

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  At this time last year, I took my van to white motors to be fixed and at that time paid in full $1100 which was the price quoted to me for total repairs. It is now a year later, and my van is still inoperable. I have been more than understanding even visited only to find the van still sitting in the exact place it has been for the year. I would like my money fully refunded and to take my van somewhere else to be fixed.

  

  Business response

  08/01/2022

  ******  Thank you for bringing this to my attention.  Let me find out all the details and we will be back in touch.

  Customer response

  08/01/2022

  
  Complaint: ********
  
  I am rejecting this response because: It has already been a year and we have called and came to the dealership many times to try and resolve this matter. we need action and at this point we want a refund.
  
  Sincerely,
  
  ***** *********

  

  Business response

  08/08/2022

  I needed a good phone number.  Which we now have.  The customer that filed the complaint had never been here before, that is why we could not find anything on her in our system.  Come to find out she was doing this for someone else.  Either way I believe that things are worked out. 

  
  
  

• Initial Complaint

  12/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Took vehicle to white motors on 11/2/21 for a recall and a roaring noise from front drive wheel. They stated that the drive axle was bad son I ok'd the repair which they claimed also required a wheel alignment. Total charge was 850.01 which my fiance paid with my credit card. (I was in hospital on 11/3/21 and couldn't walk or drive) She pulled out of lot and started home and once you hit 25mph the roaring starts. She brought vehicle home . The service manager then told me it "sounded like wheel bearings" and thats when we started arguing since they charged me for axle shaft which wasn't the problem. was able to take it back on 11/18/21 and left vehicle . Get a call hours later and then was told the wheel bearings are ok but it might be the transmission. They apparently just guess . I had also asked for the old axle but they couldn't produce it. Took vehicle home and that is where it sits. See copy of back and forth email- just a runaround!!

  

  Business response

  12/02/2021

  Business Response /* (1000, 5, 2021/12/02) */ Thank you for bringing this to our attention. I will look into the details and we will reach out to you asap. As far as the old axle goes, we do not keep old parts because of the amount of space that would be needed to keep every part that we replace daily for costumers. If the parts are able to be recycled they are, if not we just trash them. Hope that makes sense. Consumer Response /* (3000, 7, 2021/12/03) */ My truck is still broken , they didin't make the repair that they charged me 850.01 . This is either gross incompetence or outright fraud!! Just received yet another email where they just pass the buck and delay doing the right thing. They took advantage of the fact that I was in the hospital and I had to send someone to get the vehicle for me. Business Response /* (4000, 13, 2021/12/14) */ I will have our service manager reach out to you to take a look at your problem. Consumer Response /* (3000, 20, 2021/12/22) */ I waited for them to contact me like your letter stated from them. THEY NEVER CALLED, EMAILED OR ANYTHING!! Totally blown off. I waited a week that is why I didn't reply to your last update . They know they screwed up. They have incompetent repair people and no direction . Business Response /* (4000, 22, 2021/12/22) */ Attached are the quotes for your vehicles issues along with the only repairs that were approved. After reviewing all the records it appears that the axel shafts assembly and seals were the only items that were approved to be repaired. The water pump which appears to need to be replaced was not approved nor was the work preformed. Kindly verify the phone number of 252 370 2025 is correct (The consumer indicated he/she DID NOT accept the response from the business.) They misdiagnosed the problem and they expect me to pay for their incompetence. They mis diagnosed the water pump and a couple of gaskets, luckily I didn't approve repairs that have NOTHING TO DO WITH THE DRIVETRAIN NOISE OR I WOULD HAVE BEEN OUT &1700.00. Water pump was checked by a competent mechanic and he laughed at ford.

• Initial Complaint

  11/16/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sent truck for repair after telling them twice what I thought was wrong with it. In short, truck was misdiagnosed by them to need engine replacement. I spoke to **** (Service Manager) and ***** (****'s manager). I repaired truck myself with a 150.00 part (which was what I thought was wrong with it). Had I had no mechanical wisdom the truck would have been scrapped over a 150.00 part. White's did refund the payment I made to them (360.00). But I am still out 225.00 (minimum) because of tow bill (I would not have had but for their wrong diagnosis) and and oil change because they diluted my synthetic oil with their synthetic-blend oil and overfilling my crankcase. I have taken two trucks to them in 16 years and in both instances they recommended replacing the engines when it was unnecessary in either. I just wonder how many vehicles have been sent to scrap yard because of their practices. There are much more honest ways of selling new vehicles (in my opinion). I have no way of uploading the supporting documents. **** (the service manager has seen them) but their R/O number is *********.

  

  Business response

  12/02/2021

  Business Response /* (1000, 5, 2021/11/16) */ Dear ******, I have looked into your issue and can you kindly provide the tow trucks drivers information. I will contact them to see if they are willing to offer you a refund on your tow. Let me assure you that we do not recommend an engine a customer unless the technician feels it is necessary. Being the fact that we are a new car franchise we typically do not try and piece together an engine due to the risk of not knowing how long it may or may not last. I trust this makes sense. Again if you can kindly provide me the tow truck drivers information I will attempt to see what they may be willing to do for you. I cant promise since we do not own and operate the tow service that provided you the service but I will try. Consumer Response /* (3000, 7, 2021/11/16) */ This is laughable. Why would the tow company even remotely consider refunding a tow bill for a misdiagnosis by YOUR (White's) technician. But since you asked, it was towed by *************************** (************) from White's to my house on 10/28/21. Your technician did recommend engine replacement on his R/O report *********. **** did inspect the truck the very next week and started it up himself. You can check YOUR records for the 1st truck White's recommended engine replacement on several years ago. Trying to shift blame and responsibility to the tow company is laughable. You have the records (of which I have a copy). I assume you are not willing to deal with polluting my synthetic oil with your unneeded synthetic blend. Should you desire, I will drive the truck to White's again if you would like to inspect it (you have the s/n as well as the mileage on your report). I do understand your apparent disregard of ****'s inspection of the truck as he (though your service manager) seems to have very little mechanical knowledge. So, in short answer, yes your technician DID recommend engine replacement on a truck that he could not start (per YOUR report) but was repaired with a 150.00 part. This is not a tow company problem but a WHTIE MOTOR PROBLEM! . . . Business Response /* (4000, 9, 2021/11/17) */ We will reach out to *** tow service and see if they are willing to issue a refund

*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. ↩