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:10/23/2024

  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 2016 Jeep Cherokee latitude from capital two days after I bought it the radiator blue it went back nine months in a row for them to fix the same problem with the radiator. I could tell them that it was something else other than the radiator, there was something wrong with the car that was making the radiator blow. They pretended to fix it every time gave it back to me. In the last time they told me that the car was no good. It wasn't able to get Started. I had mentioned that I was gonna call you guys because it is a Lemon law issue and all of a sudden they got it up running. It was good to go. I got it home three days after I got home it seized on me. The head gasket was blown. It's been blown the whole entire time. I have mechanic my personal mechanic who had looked at it and said it they know all of this they've been knowing all of this. I have all the text messages between themselves and myself with the car. I just want the money back or my car fixed to be honest. It is a lemon law issue. It is the same complaint. It went in over 13 times for the radiator if you can't fix the problem I blew my head gasket so I just want the money I spent back on it or I want my car fixed that's all.

  Business Response

  Date: 10/23/2024

  My name is **** ***********, I took over as General Manager the third week of May 2024. I got a call from **** for the first time in the end of July that was the first time i heard from her. She stated her car was broke down in front of her house, Please keep in mind this is the first time i have heard from her ever and if her car was never fixed why is this the first time i am hearing about it after 3 months. Her vehicle had no warranty and was sold in January and was outside any warranty coverage of any kind. Even though there was no coverage of any kind on vehicle as a gesture of good business i had her vehicle picked up from her house by tow truck and the dealers expense and brought to our shop and repaired. Attached is the repair bill that shows we towed vehicle in replaced the radiator spark plugs 2 coils and cleaned fuel injectors and flashed the transmission module when we were not required to do so in any way. The mechanic called me and said specifically you should not be repairing this car because it was not being maintained in any way but i felt it was good business to try and help out a customer. There was never an ongoing problem with this vehicle because i was at the store every day for over 3 months without a word from **** and only spoke to her for the first time at the end of July. We tried to help her out as a courtesy and our payment for that courtesy was her cursing out the shop and myself for taking a few days to diagnose and fix her vehicle for free. If you need any more input or info feel free to reach out anytime at ************. Look forward to hearing from you...   

  Customer Answer

  Date: 10/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  In response to that, they took the car when I got it they took it in for a radiator. My Jeep went into the shop over 13 times to have the radiator fixed which eventually blew the head gasket. I told **** specifically that the radiator that kept overheating for 12 times overheated and destroyed my head gasket he took it to be fixed. The first week it sat in the parking lot of the mechanics. The second week they decided to tell me that every check engine light went on. I have two witnesses. There were two other peopleright next to me. Every check went on then after I told them that I was calling you business bureau automatically what do you know they got the car I got the car back drove it around for three hours all of a sudden and it started overheating again. I had my mechanic come and the head gasket was blown. They've known as the car has been going back to Motor Group since the day after I bought it with the same radiator problem if you don't fix the radiator in the right the first time eventually it will blow the head gasket. We do not need rocket signs to figure out how a motor works. That's how motors work. I just want the car fixed or replaced with something with the same year newer or better mileage. that's it. It shouldn't be a big deal. I don't know what he did but he didn't fix the correct I want my car running. I put a lot of money down on that car. I pay a monthly payment on that car and it's sitting here. I have every text communication from the day I bought that car actually from before I bought the jeep I have everything between the original Employees to the new employees. **** is well aware of the situation. I save everything if you need me to forward them to you. I could do that as well.Thank you..
  >                                Sincerely,
  >                           **** ********* Sent from my iPhone
  

  
  

  
  
  
  
  
   
  

• Initial Complaint

  Date:12/21/2022

  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.

  I bought a 2015 Range Rover from Capital Motor Group on Oct 1st, on Oct 4th the vehicle broke down on my way to work , it was towed to a repair shop by Capital Motor Group , it has been there ever since 11 weeks later, I would like to get out of this vehicle because I feel it is not a reliable vehicle and a lemon , I would like my $5000 deposit back , 3 monthly payments adding up to $1920, and 4 months of ************** , all on a vehicle that hasnt been in my possession

  Business Response

  Date: 01/05/2023

  Tell us why here...***** apologize you didnt have a great experience. We try to make sure that everybody is happy. Unfortunately, we are at the mercy of outside mechanics, parts availability and warranty companies. We try to do our best when it comes to situations like this but sometimes its out of our control. Unfortunately, you drove the car until it overheated and shut off. While this is not our fault, we still tried to help you and have filed a claim for you with your warranty company. It is in their hands now. We hope you would reconsider allowing us to satisfy your needs in the future.
  
  Capital Motor Group
  Management

  Customer Answer

  Date: 01/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I have texts from ********************* stating I had no indication the vehicle was running hot at all !! He is aware from the first day of this . His texts state the water pump failed , The mechanic he send my vehicle to confirmed that it happened so fast I would have not received a warning, I am now starting the 4th month without this vehicle which should have been fixed under Capital Motor Groups 30 day warranty-maybe dragging things out and pushing it onto the extended warranty company was their objective from the start, its being looked into , I have recordings saying as much 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 01/06/2023

  We have the same text messages and nowhere does it state that **** is aware that you drove the vehicle without any warning signs. He specifically says he wasn't in the vehiclel with you and cannot determine whether or not you got a warning sign. The bottom line is, you drove the vehicle and overheated it causing the engine to seize and fail You even stated that you saw smoke coming out of the vehicle and still continued to drive.. You purchased an extended warranty Which is in full effect and your vehicle is being looked at by the warranty company at the repair shop it is currently at. We coordinated all of that for you and it is now out of our hands. Again, we understand your frustration but this is completely Not our obligation or our fault To be held responsible for ************.Furthermore, We are at the mercy The same as every repair shop in the country that parts Are very scarce and mostly on back order. So we cannot determine when a vehicle can be fixed or when the parts will be available.. We also do not have our own repair shop and we sub everything out so we are at the mercy of the repair shops. I mention this because you are frustrated that the vehicle is not yet repaired and this is why. Finally, you have a warranty for the vehicle and you need to handle it directly with the warranty company. Thanks again for your time And understanding

  Customer Answer

  Date: 01/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Capital Motor Groups response is full of lies, I never said I saw smoke and kept driving , and Having ********************* to be next to me to observe what alarms came in or did not is ridiculous , if thats your response, than ********************* was not in my vehicle and is ASSUMING things that arent true , what is true is that I had a 30 day warranty with Capital Motor Group ,I had no warning the vehicle was running hot,, the vehicle should have been fixed under the 30 day warranty , you also never contacted the extended warranty company as you stated 3 weeks ago , all Lies by Capital Motor Group

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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