Complaints

This profile includes complaints for Motor City Automotive Group, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Motor City Automotive Group, LLC

  154 Farmington Rd Rochester, NH 03867-4352

• 

  Motor City Automotive Group, LLC

  380 Gonic Rd Rochester, NH 03839-5680

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:02/06/2024

  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 bought a 2014 Lincoln MKZ from Motor City Automotive Group in Rochester NH with 90,141 miles on it for $20,832. I went to ******** **** in Sanford Me on 2/3/24 to get a new sticker on above stated car and the informed me it would not pass for a sticker due to the rotted rear bumper. I called Motor City and spoke with their service mechanic who told me it was now my problem and that I was unqualified to tell him that something was wrong with my car. I have attached pictures I received from ******** ****.

  Business Response

  Date: 02/06/2024

  Ms. ******** purchased her 2014 Lincoln on March 3, 2023. At the time of the sale, the vehicle passed New Hampshire State Inspection. There was surface rust present on the part in question here, as there would be on any vehicle of that age in the northeast. However, there was no rot present at the time of the sale. 

  Ms. ******** called our dealership regarding this issue and was extremely rude, used profanity, and hung up on our technician before he could finish explaining to her how simple of a repair this would be. We are still willing to assist Ms. ******** in her repairs as best we can. However, she must conduct herself in a professional manner.
  

  
  

• Initial Complaint

  Date:02/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 bought a 2017 GMC Terrain from Motor City on 11/18/22. It had a new inspection sticker on it. Within a week, I had to bring it back to them because when I had the vehicle in a different shop to be checked out because of brake issues, I found out that the front brakes were bad, the rear brakes were borderline and the tires were barely passable. When I went back to Motor City about this, they argued with me but finally replaced the front brakes only and insisted that I pay for 50% of the cost for 2 tires. They would not replace the rear brakes or the rear tires. On 2/4/23, the vehicle dumped oil all over the ground. I put oil in it but I couldnt find any leaks. On 2/6/23, the vehicle again dumped oil all over my driveway. I had it towed to Motor City and as of 2/9, they still have not looked at it. I am now without a car and have had to rent a vehicle with money that I really do not have because they refused to pay for the rental. Any help I could get to figure this situation out. The car is out of warranty in 300 miles and I do not want to have any more problems with this vehicle. Thank you.

  Business Response

  Date: 02/15/2023

  There was no need for this complaint to be filed. The customer has a 90 day limited warranty. Therefore, the vehicle will be repair in accordance with the terms of the warranty. The customer was aware that her vehicle would be repaired when she filed this complaint. So as we stated, there was no need to file this complaint. The issue is being handled by the dealership.

  Customer Answer

  Date: 02/15/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because I did not know my car would be repaired when I filed the complaint as they hadnt even looked at the vehicle yet.   I would like to know in writing exactly what they are going to cover. 
  
  Sincerely,
  
  ******* *********

  Business Response

  Date: 02/17/2023

  Everything that is covered was stated in writing in the 90 day/3,000 mile warranty provided by the dealer at the time of sale. This document was signed by both the dealer and the customer. 

  Customer Answer

  Date: 02/21/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because I was told that they would cover the repair of the rear main seal 80/20 with my portion being the 20 but I need this to be in writing as I do not want to close the complaint and then not have assurance that I will only pay the 20%. The total I was given was somewhere around $1400 which would mean my portion would be $280.  
  
  Sincerely,
  
  ******* *********

  Business Response

  Date: 03/06/2023

  When the work is completed, an itemized bill on company letterhead will be provided showing the customer's portion will only be 20% of the total repair.

  Customer Answer

  Date: 03/08/2023

  
  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

  Date:05/23/2022

  Type:Customer Service 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.

  12/15/2021 I purchased a car from this business, totaling 11,995.00 I traded a 06 Subaru Forester towards it totaling 1,500 off the price and added a cash payment of 600 dollars. January 15th came around and I was a few days late to pay but I got it paid and caught up again but was being told at that time that the bank “kicked my loan” now I know for a fact that legally they must inform me within 10 days of the process being signed not over a month later the original people that worked there who got fired due to some things I would guess as “scamming” where rude when calling threatening with reporting car as stolen, harassing me. I would love some insight on what I can do. I went there today 5/20/22 because I was told I had a refund check from them but upon arrival was asked where the car was and let them know it’s sitting at my house because of issues with the vehicle not running correctly (which was supposed to be fixed after I paid for it back in December and wasn’t)… we chatted about everything that happened and I feel as if im a victim of a scam. Have I paid for the past 2-3 mo the no I haven’t because as I stated to the original people running the place. Come and get the car that’s a process of repo they never did. Long story short though im out a car that I traded in towards this one and im out my 600 dollars? Because a couple of people that worked there had the intentions to scam people such as myself..

  Business Response

  Date: 06/02/2022

  To Whom It May Concern,
  Mr. ***** purchased a 2013 Nissan Rogue from Motor City Automotive Group on 12/15/21. His loan was financed through United Consumer Finance. At the time of the transaction, Mr. ***** signed two documents which clearly explained that if United Consumer Finance would not follow through on funding his loan, that the sale shall be cancelled at that the vehicle is to be returned. At which point, he would receive back any consideration he provided in the transaction. In this particular case, that consideration includes a $600 down payment from Mr. ***** and $1,500 given for Mr. *****' trade vehicle. When informed that the loan would not be funded by United Consumer Finance, Mr. ***** failed to return the vehicle. As time passed and he did not return the Nissan Rogue to Motor City, he became unreachable by phone as every time we called him, the automated outgoing message said that the he is unable to receive calls at this time. We attempted to reach him at his place of employment but the employer informed us that he was no longer employed.

  When we were finally able to recover the vehicle five months later, Mr. ***** had driven the vehicle roughly 10,000 additional miles since he took possession on 12/15/21. Which is more than double the national average of miles driven for that period of time. There are also considerable repairs that the Rogue now requires. As a result of the additional miles driven and the needed repairs, the vehicle (which had a market value of $12,000 at the time of ****'s purchase) now has a market value $8,050.

  Motor City Automotive Group is willing to "let bygones be bygones" and not hold Mr. ***** liable for the depreciation and damages that resulted from his failure to return the Rogue as he agreed to. However, we are only willing to agree to that if Mr. ***** is willing to not expect his down payment and trade value back. If Mr. *****' position is that he wants the $600 down payment and $1,500 trade value back, than it is the position of Motor City Auto Group to hold Mr. ***** financially liable for the damages incurred. 

  See pages 2 & 3 of the attached PDF to see where Mr. ***** signed agreeing to bring the car back if United Consumer Finance would not fund the loan.

  See pages 1 & 5 of the attached PDF to see the market value (sale price) of the Rogue at the time of purchase and an independent market report showing what it is worth now. 

  Customer Answer

  Date: 06/03/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  The business is telling me there is substantial repairs needed to the vehicle on the day of purchase when speaking to “Chris” who no longer works there to my understanding, I was told that the car would be detailed it never was, I also informed them of the rear tires being bald and having no tread left. I was told they would fix them, yet never did. I was told by Chris that he would reach out for me to get it taken care of and never did. I was also told that the tear on my seat would be patched and never was, as far as damages I’m unsure of what there was damaged, I know of 1 thing. I replaced sparks in the car due to a cylinder 3 misfire and that seemed to allowed it to run properly. Another issue with the car was the drivers side door handle which was broken when I purchased it they fixed it sort of but chris told me the handle is still broken and if I don’t press the handle in at times I won’t be able to unlock open from inside.. I understand the miles put in was a little up there so I’m willing to allow the trade in total of 1500 go due to the car monthly payment was around 360 give or take and divide that by the 1500 is roughly 4.16 months.  Having already paid for 2 months also. I’ll let by bygones be bygones for the reimbursement of 600 that I paid. I just don’t foresee how I’m the only one in the “wrong” when at anytime someone could have come and grabbed the car from me. If I couldn’t be reached by phone as they stated above why did they wait so long to email me as they did and got a response instantly. I’m asking for 600 back, they already made out with the Nissan back, 2 payments, my trade in, so they are in the positive realistically and I’m out everything?. If we need to take this to a legal route we can do that but as it seems they don’t and I don’t either we should come to a mutual agreement where both party’s are happy, as as I’ve mentioned before why is it that United Finance kicked my “loan” after a month - a month and a half? Or was it just a spot delivery and they waited to sell my old car first before informing me? 

  Sincerely,
  
  **** *****