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MotorWorld Automotive Group, Inc. has locations, listed below.

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    ComplaintsforMotorWorld Automotive Group, Inc.

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    Complaint Details

    Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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    Complaint Status
    Complaint Type
    • Complaint Type:
      Service or Repair Issues
      Status:
      Resolved
      I dropped my ***** ***** off for service at Motorworld ***** on July 28, 2023. A multipoint inspection was completed and I agreed to all of the needed maintenance items. Upon picking up my car, my passenger side rear taillight cover was missing. I left the car at the service station and the employee (***********************) stated that she would take care of replacing the missing cover. I then received a phone message that they found the missing cover and fixed it. When my wife picked up the car, the cover had been fastened with scotch tape (pictures attached). I am incredibly dissatisfied with the lack of customer service as the total bill was $3700.

      Business response

      08/03/2023

      *************,

      I apologize about this.  I have ordered a new part for you.  Once that part comes in, we will call you to have it installed.

      Thank you

      *******************************

      Customer Relations Manager

      ************

      Customer response

      08/15/2023

      This issue has been resolved. I did speak with the service manager regarding reimbursement for some of the cost due to my time and hardship of not having the car. She stated that she would speak with her manager today. I have not heard back yet.
    • Complaint Type:
      Service or Repair Issues
      Status:
      Answered
      July 2019 I purchased a highlander and I was sold the *** warranty, and purchased it on interior and exterior with a 7 year warranty.June 2020, there were marks on my car that would not come off with hand or auto car wash. I called, emailed, tried to reach service, parts, and sales (**** sold me the car), and had zero response to any messages I left or emails sent. I wanted to have these spots removed (ended up being iron deposit), and ensure the ceramic coating was intact. I honestly gave up after 2 months of trying and a ****** review response that yielded no results.Late October 2022, I have more iron deposits and some markings on the car. I did a little research and contacted the warranty company directly. They informed me that I HAD to return to the dealership for an estimate within 30 days.I called the dealership, it literally took over a month bouncing around between voicemails the service woman answering the phone kept sending me to. They said an appointment was months out, this was already in January 2023 by the time I finally reached a person.The man told me to take pictures and text him. So I took pictures of the deposits and marks. He said they were iron deposits and to take it to an auto detailer. Essentially, Motorworld could sell me a car and warranty, but never follow through on their work.So, 30 days has past on my warranty claim, and Motorworld refuses me service. Now *** wont cover the damage and I am left paying out of pocket and must have the ceramic coating reapplied after repair, OUT OF POCKET.During this entire time, I received multiple contact from the sales department to purchase my car back, however every time I responded requesting to be contacted for a claim on my *** warranty, I received no response.

      Business response

      07/21/2023

      I just tried to reach out to the client on the number provided and they don't have a voicemail set up.  We would like to bring the customer into the dealership and have the *** product reapplied to her vehicle and we have reached out to *** to have the warranty reinstated.  The customer can call me directly at ************.

      Thank you 

      *******************************/

    • Complaint Type:
      Service or Repair Issues
      Status:
      Answered
      Date of transaction: September 2022 The amount of money I pay its a business; 35,000 What the business committed to provide you : a properly serviced vehicle What is the nature of the dispute: looking for replacement or have vehicle replaced Whether or not the business has tried to resolve the problem; they have not

      Business response

      06/06/2023

      The customer purchased a used vehicle in Sept 2022 with 62,244 miles.  

      This customer brought the vehicle to us on May 11, 2023 with 68,724 miles, for an oil change, tire rotation, coolant leak and radio.  We performed the oil change and tire rotation.  We could not find any leaks or signs of leaks.  The oil was clean, the pressure tested good. There were no leaks found under pressure.  The coolant level was good. The engine, coolant hoses, radiator and water pump looked dry and had no signs of leakage.   We ordered a radio for this customer, however the part is on backorder from the manufacture.  

      If the customer would like to trade the vehicle in because he is not happy with it, we will work with him on the trade value.   

      Thank you 

      *******************************

      Customer response

      06/07/2023

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      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. As long as the dealership follows through with helping me fix or replace vehicle as soon as possible.

      Regards,

      *********************

      Customer response

      06/14/2023

      [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

       Complaint: ********

      I am rejecting this response because:

      Haven’t heard anything from Motorworld what do I do ?? 

      Regards,

      ***** *****

      Business response

      06/19/2023

      The customer purchased a used vehicle in Sept 2022 with 62,244 miles.  
      This customer brought the vehicle to us on May 11, 2023 with 68,724 miles, for an oil change, tire rotation, coolant leak and radio.  We performed the oil change and tire rotation.  We could not find any leaks or signs of leaks.  The oil was clean, the pressure tested good. There were no leaks found under pressure.  The coolant level was good. The engine, coolant hoses, radiator and water pump looked dry and had no signs of leakage.   We ordered a radio for this customer, however the part is on backorder from the manufacture.  
      If the customer would like to trade the vehicle in because he is not happy with it, we will work with him on the trade value.  

      Customer response

      06/20/2023

      [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]


       Complaint: ********

      I am rejecting this response because: I received the same response before my case was closed. Nothing was done to help me resolve my issue. I received correspondence from a sales associate with a different jeep and i indicated that i was interested in purchasing it. Tried several times to set an appointment to test drive and resolve this issue and was ignored by dealership and that jeep was sold. If the dealership can't replace this vehicle with something that properly runs can it be purchased back . I would like this resolved  soon. 

      Can i please be updated as soon as possible.

      Regards,

      ***** *****

      Business response

      06/26/2023

      We have looked at this vehicle and can not duplicate his concern.  We do not buy vehicles back, however if he would like to trade it in, he can.  I will have our Sales Manager **** ***** contact him directly.  If he still thinks he has a problem, he needs to bring the vehicle into service so that we can see if we can duplicate the concern.

       

      ******* ********

      Customer response

      06/26/2023

      [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

       Complaint: ********

      I am rejecting this response because: of the following reasons:

      1. Motorworld wants me  to keep paying the diagnosis fee of 149.95 and stated they wanted me to pay up to 4 hours  which is close to $500. I can't afford that on top of my other bills.

      2. I've also brought my **** in 2 times already and still going through coolant which is the reason for the original complaint and reason i want to trade in or have them buy it back.  i love my **** and its something i always wanted to buy but its been nothing but problems. 

      3. I would gladly work with **** ***** on trading in my **** but every vehicle i present to them i get denied. If Rich can help me get in to another vehicle that is close to or comparable to what I have i will be happy and close this case and move on. I just want a vehicle i don't have to worry about.

      4. I am unsure why they will not buy this **** back , trade me out of this vehicle or repair this one.  I do not want any out of pocket expense. I purchased an extended warranty so I would have no worries. 

      please help me in any way you can.

      Regards,

      ***** *****

      Business response

      07/05/2023

      I understand the customer feels like there is a problem with his vehicle, however if he brings the vehicle in and there is no problem found, we can't submit anything in to his warranty company.  I understand the customer wants a vehicle that is "like" his vehicle, however our job is to show him the vehicles, and give him the price and payment.  If they do not work in his budget, that would be a decision he needs to make.  Our dealership does not buy vehicles back.  Our Sales Manager has been in contact with this customer and he has not liked any vehicle that we presented to him.  If he would like to bring the vehicle into service and demonstrate the issue, we are willing to schedule that.

      ******* ********

      Customer response

      07/06/2023

      [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

       Complaint: ********

      I am rejecting this response because:  All i am asking for is motorworld to work with me on another used **** or truck in my payment range . I did mention to my salesman $600 a month or under . I would like to make a purchase as soon as possible. 

      Can i get **** or my salesman ***** to help make this happen. 

      Regards,

      ***** *****

    • Complaint Type:
      Service or Repair Issues
      Status:
      Answered
      On 5-9-23 I picked my car up from ***** service which was brought in for metal being found in my oil after an oil change and car idling rough stalling not starting and cam sensor being replaced and code still coming on diagnostic scan tool. Diasgnostics is 150 an hour and I was chanrged 674 dollars in diagnostics. Meaning that the diagnostics would have takes almost 5 hours. I personally removed the intake manifold on the vehicle two days prior to being serviced and it took me half an hour to 45 minutes to remove all necessary parts. When I asked why after one hour they need an additional two hours of time to diagnose the vehicle they said the first hour was a test drive and hooking up the scan tool. That is not an hour of work. I was over charged for time spent on my vehicle and would like an adjustment to my payment that I had to make to get my vehicle back. I was talked down to by the mechanic when he called to tell me he had to remove the manifold he said there was more than one sensor on the vehicle implying I didnt change the correct sensor. I dont appreciate being talked to like I dont know what I am talking about or that I have no knowledge of vehicles.

      Business response

      05/17/2023

      The customer came in on May 8th because they state their was metal shavings found in oil during the last oil change.  They also had the Check Engine Light on.  The customer changed the camshaft sensor themselves and asked us to diagnosis the vehicle.  Our technicians performed a health check DTC scan and found a stored code P0368,( camshaft position sensor "B" circuit high input bank 1.  They also found code ***** (camshaft position sensor "A" circuit.  Performed active test on bank 1 to test VVT performance.  Active test verified oil control valves and VVT hears were working as designed.  We performed inspection on both intake and exhaust VVT camshaft sensors.  We found intake sensory improperly seated causing code P0340.  Our technicians reinstalled the sensor and verified that the code did not return.  We inspected exhaust camshaft sensor and found sensor connector was damaged, corroded and the middle terminal not seated in housing.  This customer had replaced exhaust camshaft sensor which appears to be aftermarket.  Sensor was swapped from bank 1 exhaust to bank 2 exhaust position and marked with orange indicator for easy identification.  Upon further inspection, we found camshaft sensor had a wire harness repair at some point. We removed the damaged connector housing and repaired wire harness with new housing and spared terminals.  We reinstalled components and verified proper operations. No DTC codes returned.  We test drove the vehicle and verified proper operations.  No DTC codes returned.  The vehicle did not exhibit any rough idling during test drive.  We could not verify where metal shaving came from as vehicle has not had oil change services done at MotorWorld.  Vehicle is now currently operating as designed.

      We contacted the customer and informed them of everything that was wrong with the vehicle (stated above) and before we could go on with repairs they would need to authorize it.  The customer authorized the repairs and the amount of the bill.  This customer is responsible for the total amount.

      If the customer has any questions, please contact me directly at ************.

      *******************************

      Customer response

      05/17/2023

      [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

       Complaint: ********

      I am rejecting this response because:
      I was charged for more hours of labor then what it takes to fix the car. I asked where the first hour of diagnostics went to and they said test driving the vehicle and connecting the scanner. It absolutely does not take one hour to test a drive a  car and put a scan tool on it. I received a video of “complimentary inspection” but not a video of the actual work being done or how long it took to fix said problem. Also if the repair records are looked up I brought the car in for the same reason a month after I bought it and they told me that the light wasn’t actively on so they couldn’t do anything. I’m asking for a partial refund. I brought in metal shaving for them to inspect the engine under the warranty and they refused to do that. 

      Regards,

      *****************************

      Business response

      05/23/2023

      The customer came in on May 8th because they state their was metal shavings found in oil during the last oil change.  They also had the Check Engine Light on.  The customer changed the camshaft sensor themselves and asked us to diagnosis the vehicle.  Our technicians performed a health check DTC scan and found a stored code *****,( camshaft position sensor "B" circuit high input bank 1.  They also found code ***** (camshaft position sensor "A" circuit.  Performed active test on bank 1 to test VVT performance.  Active test verified oil control valves and VVT hears were working as designed.  We performed inspection on both intake and exhaust VVT camshaft sensors.  We found intake sensory improperly seated causing code *****.  Our technicians reinstalled the sensor and verified that the code did not return.  We inspected exhaust camshaft sensor and found sensor connector was damaged, corroded and the middle terminal not seated in housing.  This customer had replaced exhaust camshaft sensor which appears to be aftermarket.  Sensor was swapped from bank 1 exhaust to bank 2 exhaust position and marked with orange indicator for easy identification.  Upon further inspection, we found camshaft sensor had a wire harness repair at some point. We removed the damaged connector housing and repaired wire harness with new housing and spared terminals.  We reinstalled components and verified proper operations. No DTC codes returned.  We test drove the vehicle and verified proper operations.  No DTC codes returned.  The vehicle did not exhibit any rough idling during test drive.  We could not verify where metal shaving came from as vehicle has not had oil change services done at MotorWorld.  Vehicle is now currently operating as designed.

      We contacted the customer and informed them of everything that was wrong with the vehicle (stated above) and before we could go on with repairs they would need to authorize it.  The customer authorized the repairs and the amount of the bill.  This customer is responsible for the total amount.
      If the customer has any questions, please contact me directly at ************.

      The above explains everything the customer was charged for and the customer approved all this work and charges. 

      Customer response

      05/23/2023

      [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

       Complaint: ********

      I am rejecting this response because:

      Regards,

      *****************************
    • Complaint Type:
      Sales and Advertising Issues
      Status:
      Answered
      We factory ordered a 2023 ******** **** ****** and the car arrived without the ******** factory option installed and we were charged for it. The option is important as it allows the car to lower to allow people that are senior to enter-exit easier. During delivery the ******** option was listed on the window sticker for $1,710. We do not want this car without the ******** option and requesting Motorworld buy back this car. It is fraudulent that Motorworld and ******** **** deceive ** and make us pay for something we were misled about. The car was inspected by Motorworld and they agree verbally there was a mistake at the ******** factory and they made a mistake on delivery of the car to us. The manager, ********************************* at ******** Motorworld have been keen not to put anything in writing. He does not return email request not followup when called. 5 email requests have been sent to ****** without a reply and 3 phone calls have not been returned.

      Business response

      04/06/2023

      This customer's parents purchase the vehicle from ******** **** of MotorWorld.  When we discovered the missing component that was not built from the factory, we discussed this with the customer and ******** **** ***.  The customer wanted and extended warranty and to be refunded the amount of the component.  Never was it mentioned that they would like to return the vehicle.  ******** **** *** has already activated the extended warranty that they requested and we are currently waiting for the refund of the component.

      *******************************

    • Complaint Type:
      Sales and Advertising Issues
      Status:
      Resolved
      I sold my car to MotorWorld on February 15, 2023. We agreed on a price of $7,500. I still have not received payment. My phone calls to resolve the issue go unreturned for at least a week now. Not sure if check got lost in the mail or if there was a mistake in the business office. We bought a used car from them in 2022 and everything went smooth and the car has been great. Im disappointed.

      Customer response

      03/08/2023

      Good morning,

      MotorWorld has resolved the issue with me. They had sent my check to the wrong address and I now have payment for my vehicle. I picked the check up personally yesterday.

      Thank you for your help in this matter.

    • Complaint Type:
      Service or Repair Issues
      Status:
      Unresolved
      On Jan 24 I brought my **** for repair. The drivers side window was leaking. A new door seal was installed. The window continued to leak. Also the door wasn't closing properly. Called them and they said it didn't leak here. They told me that the door hinges would need to be replaced. Ordered the hinges and brought it back. They called and said i could pick up the jeep. They never changed the hinges. ***** at the body shop said they rearranged the seal. I asked if they tested it and he said no. When i got in the car the mat was somewhat wet. They put the **** through the car wash. Also the inside of the **** was in disarray. looks like it was ransacked. They removed the straps from roll bar and never put them back on. When I left I was driving on the highway. Now there is a audible air leak. Im so disgusted. The first visit cost me $166 for seal. Not sure of labor costs because i had other things done. The second time it cost me$122.96. That fee should have never been. They didn't fix it right the first time. So it cost me $188.96+ and the **** is worse than it was before. The body shop was also quite rude. Thank you for your help in this matter. ******

      Business response

      02/24/2023

      This customer didnt need the hinges and returned the hinges and received their money back.  The bodyshop informed them that we can touch up the area that they were requesting, however if they wanted the whole area painted it would be a conventional paint job.  They choose to have the area touched up, which we did for them.  The customer was happy and picked up their vehicle.

      *******************************

      Customer response

      03/01/2023

      [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

       Complaint: ********

      I am rejecting this response because:

      Regards,

      *****************************
      The complaint wasn't the hinges. If you read my initial complaint. The **** went in for a leak of the the drivers window. They replaced the stripping. Window continues to leak water and air. I had the **** there twice to no avail. Everytime I go they keep charging me. The labor charges should be waived because the **** still leaks. Also they made a big mess in my ****. They removed parts and didn't put them back. All my personal items were thrown all around. I would like to be reimburse both labor charges. Thank you

    • Complaint Type:
      Service or Repair Issues
      Status:
      Answered
      I purchased a car from Motorworld ******** It has been in for service 4 times in 2022. The same issue keeps occurring within 48hrs of me leaving the service center. Then I have to call a tow truck to bring it back to the dealership over and over again. Now the check engine light is on again with the same issue. This makes it the 5th time in 13 months for the same exact issue. It has caused a real inconvenience in my life.

      Business response

      02/27/2023

      This customers vehicle is here and needs an engine.  We submitted all the information to the customer's certified preown warranty.  The warranty requested pictures and documents from the customer for oil change records.  Once the customer provides that information, we will submit everything into the warranty company.

      *******************************

    • Complaint Type:
      Service or Repair Issues
      Status:
      Answered
      On 2/2/23 I visited MotorWorld service department in Wilkes Barre PA. When I arrived, I went in the service area for ******* where I was greeted by a service rep who took down my information and asked me the reason for my visit. I explained I was there for an electrical issue caused by the air pump they provided to me when I purchased my vehicle in case, I get a flat since my car does not come with a spare. I was told "No problem" This is covered under warranty. I also told her I was having an issue with my steering wheel making a weird sound. she stated she cannot guarantee this is covered since parts can wear out and she would have to charge a diagnostic fee and if it is something that is covered it would be fixed under warranty. I explained I am on a tight budget and was not able to pay $149.00 fee for the steering wheel today and I would bring that in a later date. She said OK and we agreed on just looking at the electrical problem so I would not have any fees to pay. She printed out the paperwork and asked me to sign it. I noticed she had the $149.00 on the paperwork. I asked her before I sign why is it showing $149.00. She stated don't worry about that you are covered, and you will not be responsible for that, it is just standard on paperwork in the event you did not have a warranty which you do. I asked again before i signed about the fee and again she said "no" I would not have to pay. She then went over to the car and took pictures of the car to see if there was any damage to car so they would not be liable. she looked inside the car as well. she asked for the keys and asked if I would be waiting for the car which I was. I waited for 2 hours and then was asked questions by the service rep that she was asked by the service tech then I waited another 2 hours. I was told I would have to pay $158.00 for diagnose fee and tax. because I have an amp in my car which is not even connected and definitely was not connected at the time, I had the issue. Why was I not told this when she or service tech saw amp?

      Business response

      02/09/2023

      This customer purchased her vehicle at another dealership and brought her vehicle to our dealership on 2/2/23 and stated that she used air pump for tires that came with car. She stated that when she started pumping air into tires, she noticed vehicle filled with smoke and since then the charging ports don't always work and the dash lights will occasionally flash.  Everyone customer is quoted a diagnostic charge of 149.95 before we will work on the vehicle.  At that time, we explain to the customer that if we find that the fault is covered under warranty, you will not be responsible for the diagnostic charge, however if it is not covered under warranty it will be your responsibility.  If the customer does not want to pay the diagnostic charge then we will not look at the vehicle.  This customer decided that she wanted us to look at the vehicle and she would pay the diagnostic charge.  We tested all the ports and found 12V port to not be functioning.  we inspected outlet 20AM fuse and found fuse to not be blown.  We scanned vehicle for DTC's and found not current or history DTC's regarding lights on the dash.  12V power outlet needs to be replaced.  We found that the vehicle has an aftermarket subwoofer with aftermarket wiring.  This is not a warrantable item. The diagnostic charge is the customers responsibility and we informed the customer to go back to the dealership she bought the vehicle from and ask to be reimbursed from them. 

      *******************************

      Customer response

      02/16/2023

      [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

       Complaint: ********

      I am rejecting this response because:
      I was told by the rep I would not charged and where is it stated about aftermarket. If I added a hitch is that considered aftermarket. That comes with wiring and besides if the amp caused the problem then how come my radio or nothing else shorted out in my vehicle and only the 12 old ************** out due to me plugging in the air pump

      Regards,

      ***************************

      Business response

      03/14/2023

      When you brought your vehicle in for service the service advisor told you at the time of write up that there would be a diagnostic charge of 149.95.  They informed you that if it was a covered component then the warranty company would cover the diagnostic fee.  We diagnosis your vehicle for your concern and found that wherever you purchased the vehicle, they put a aftermarket subwoofer and aftermarket wiring.  We informed you how much money it would be to fix the vehicle and you declined the work.  You stated you would go back to the place you purchased the vehicle.  The diagnostic charge is your responsibility. 
    • Complaint Type:
      Service or Repair Issues
      Status:
      Answered
      On August 20, 2022 I paid the business $3,652 for a mechanical repair on my diesel van. The repair allowed the van to drive for the next 10 weeks, only for it to start experiencing the same problems again. The mechanic was negligent and overlooked the true cause of the problem. A different mechanic caught the actual issue a contaminated fuel tank. Each time the vehicle was brought to these two mechanics, it exhibited the same symptoms. It was stalling and showed the SAME check engine light codes. If the second mechanic was able to show that these issues were coming from a contaminated fuel tank, the first mechanic obviously didnt do his due diligence when making his diagnosis. The fuel was not even checked for contamination during the visit, even though the symptoms pointed to it. The work done also included cleaning the fuel injectors, which is another major sign for fuel contamination. To take it a step further, these parts and labor are supposed to be under warranty for two years from the date the work was done. Now that the second mechanic is saying this is due to fuel contamination, they are trying to void all warranties on the parts even though the true problem here is the misdiagnosis in the first place. I am aware that people make mistakes, but this is straight up negligent. Seriously, what are the chances that this vehicle is exhibiting the SAME EXACT symptoms that it was having before it was brought to this dealership and then repaired. Now that we have a second opinion for another mechanic, it is clear that the vehicle was exhibiting many symptoms that indicated there was a fuel contamination issue before the van was brought to this dealership. It is the mechanics job to diagnose it properly. We currently have a massive bill to repair the damage that occurred from us driving the vehicle with this fix.

      Business response

      11/28/2022

      This customer came to us for a repair and we fixed the vehicle.  The customer then drove the vehicle to Utah with no issues and put regular gas in their vehicle when the vehicle calls for diesel fuels.  This contaminated the whole system.  This was verified by ******** **** of Utah, when we called to discuss the repair.  At that time, we were informed that the repair we did on the vehicle did not fail and it was no fault of ours.  We informed the customer because of the diagnosis of ******** **** of Utah, we would not be helping the customer in the repair and for them to contact their insurance company.

      Shelley P**********

      Customer response

      11/29/2022

      [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

       Complaint: ********

      I am rejecting this response because the *********************************** dealership also diagnosed this problem wrong. Being that we no longer have trust in ******** **** mechanics or their  ability to work on diesel engines, we brought it to an actual diesel mechanic for a third opinion. We have proof that there was in fact NOT gasoline in our diesel tank, including photos, videos of them trying to light the fuel (like the dealership claimed was there big test) and ACTUAL test results that show what was in it, meaning we were able to drive all the way to Utah because the problem wasn't gasoline when we brought it to ***************************. This situation is being escalated to corporate and we are also taking legal action. 

      Regards,

      *****************************

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