ComplaintsforMotorWorld Automotive Group, Inc.

• Initial Complaint

  11/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

• Initial Complaint

  11/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I picked a car ***** ******* my moms co-signed & two weeks later when I go to pick up the car the paperwork had a ***** **** , smaller engine which I didn’t want but under peer pressure I drove of in car , not 10 days go by & I have a check engine light for Catalylic converter , I have fumes backing into car , have to wait 3 weeks for service, so I can’t drive it , was told by Rick the manager bring moms in we’ll trade u out of **** , but they want me to lose $1500 down payment & give me $13,000 for a car I paid $18,000 so I have to take a $6,500 lost on their mistake, while I know I signed the paperwork , I trusted them to sell me car I okayed, called a lawyer but gonna have to spend money I don’t have!!! Please help on any way you can . Thanks

  Business response

  11/28/2022

  The first vehicle the customer wanted was sold because we do not hold vehicles.  The next vehicle that the customer was approved on was the ****.  We informed the customer that he did not have to take the vehicle.  He stated he wanted to take the vehicle.  He had a service problem and brought it into service and we fixed it on November 22, 2022.  We have not heard from him since.

  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:
  
  Regards,
  
  *********************
  It was under pressure by rich that I drove away in **** , yes I understand I made a mistake by driving away in **** , but rich said he would trade me out of **** cause he knows he pressured me , but then didn't want to lose $5000 dollars, he wanted me to lose 1500 down payment plus give me 13,000 for car I paid 18,000 & only had 8 days before the check engine light came on , he should have taken $5000 los cause the showed me one car & sold me the wrong car , how can you do that to a customer, if I had the money I would pay a lawyer, Motorworld’s customer deserves better , I was done wrong can’t even get 3 people in rear cause **** smaller than ******* I picked, they  haven’t heard from me cause I can’t afford a lawyer, they haven’t called me , Rich’s boss hasn’t called, they usually , call to see if you’re satisfied with your vehicle, no call no nothing , they should have just traded me out of **** , ***** isn’t making **** anymore so who knows if there’s gonna be parts available for it . What They did was wrong 
  

• Initial Complaint

  09/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my vehicle to Motor World in Wilkes Barre, PA to have a tire replaced. The service representative told me that she would replace all 4 tires so the tires would match. I have a wheel and tire warranty. My vehicle was also being serviced for a default in the entertainment system. My vehicle has been in their possession for over 3 months. When I went to pick up my car, I was told that I owed for 3 tires that I was ever told would cost me. The service representative (Anna) never told me that the 3 tires were not covered under my warranty. Now they will not release my vehicle, I don’t believe I owe this money to them. Also, my entertainment system has never been repaired. I was never given the option to decline the replacement of the 3 tires. If I was told before the service was done that it was going to cost me I would have never agreed to replace the tires it wasn’t covered under my warranty.

  Business response

  09/27/2022

  After receiving this email, our Service Manager Jason P******** reached out to this customer and we were able to resolve this complaint to the customers satisfaction.  If the customer has any other concerns or doesn’t believe this is resolved, please feel free to reach back out to me.
  Shelley P**********

  **********

  Customer response

  09/27/2022

  [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. 
  
  Regards,
  
  ******** *********
  

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I've been trying to get a copy of my extended warranty papers due to an issue with my car needing some repairs. Every time I call it's a "You will need to speak to business managers" I leave Voicemails but never get a response. This is going on 3 times now. I need my papers so I can provide them to the service shop. I'm very frustrated with this process. It shouldn't be impossible to speak to someone. I've moved from PA to TX and unable to go into the dealership to request the papers.

  Business response

  07/18/2022

  Attached is the paperwork you requested.  If you need anything else, please let me know. ************.

  Customer response

  07/19/2022

  [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. 
  
  Regards,
  
  *******************************
  
  

• Initial Complaint

  05/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/19/2022 I set an appointment to have my vehicle serviced with Motorworld. I booked my appointment online on their website for 5/20/2022 at 1430 in the afternoon. I made arrangements with my employer and took time off work to get this necessary service I needed completed. Upon my arrival at the dealership, I was advised that my appointment was void as the business is no longer taking new customers. When asked for an explanation the clerk I spoke with responded in a rude derogatory manner stating the business was overbooked. As he believed that I had come out of state due to the new vehicle registration I was asked to leave. Motor world's website allows anyone to book appointments with no mention of any overbookings or statements saying they are not booking new clients. Due to the inconvenience, this caused me. I ask to be reimbursed for the day of work I had to miss at motor worlds expense as well as the cost of gas I had to pay to get to their business. Furthermore, if the business is in fact no longer accepting new clients. It should be mentioned on their website and prevent anyone from making online books with them.

  Business response

  05/27/2022

  This customer set their appointment online, however our staff calls all customer's to go over their appointments days in advance.  Due to the high volume of diagnostic repairs in this carline and what the customer was coming in, because we have never seen this vehicle before, we called multiple times and left this customer a message informing him that we would not be able to service his vehicle. 

  Shelley P*******

  Business response

  06/07/2022

  We are not sure why you did not receive our phone call, however we did place the phone call to you. Once again, we cancelled your appointment due to the volume of work we currently have in the shop. We are sorry you missed that phone call and we hope you are able to get your vehicle serviced at another facility.

  Shelley P*******

  Customer response

  06/08/2022

  [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:
  
  
  Regards,
  
  ****** ***********
  
  I have the call logs from that day. I can provide proof if you would like. This still does not address the issue. I was able to make an appointment online when the business claims to not take new customers. Then when I arrived I was mistreated by the staff. I would like to see the business fix their website and address the complaint

• Initial Complaint

  05/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a ******* ******* from MotorWorld. It is still under power train warranty since it is under 100k miles. My check engine light came on, and the code was reading that it had something to do with the power train. Our local mechanic suggested that, for that reason, we should take it to the dealership since power train issues are covered under 100k miles. MotorWorld treated this like a gambling game, charging us $130 to "read" the error just to tell us what exactly was wrong. If it was covered under warranty- we didn't owe the money. If it wasn't- we owed that plus the cost of the repair. My app on my phone "reads" the error, but the only way to potentially have the issue covered under warranty was to let MotorWorld read it. Why I had to pay $130 for something *******'s app does for free on my phone is beyond me.Of course- the repair was not covered under warranty, and they quoted us a price of $340 to replace an ignition coil plus the cost to read the error- almost $500 total. We told them no, paid the $130, and took it to our local mechanic, who ordered the part for $60 and replaced it for $40. I don't understand how the price difference is so significant and why I had to pay $130 for something my phone's app does for free. You are supposed to be able to trust and rely on your dealership to care for you and your car. My car was a $25k purchase. Purchasing a vehicle is a significant investment, and I will no longer be purchasing from Motor World. There are plenty of dealerships that value their customers' business. I don't appreciate being nickel and dimed by my dealer.

  Business response

  06/09/2022

  This customer bought their vehicle a 2019 ******* ******* on Jan 05, 2019 from MotorWorld.  They came back to our dealership on March 14, 2019 with 4,155 for an oil change.  Then they came back on May 17, 2022 with 62,391 with a check engine light on. We informed the customer that their is a diagnostic fee of $129.95.  If whatever is wrong with the vehicle is covered under warranty, the warranty company will pay the diagnostic fee, however if it is now, the customer is responsible for the fee. We scanned the vehicle for DTCS and found P0303, Cylinder 3 misfire.  We inspected and found cylinder 3 coil to be failing causing the misfire.  We informed the customer that they would need to replace cylinder 3 coil.  That was not covered under warranty and the customer declined the work.  This customer has not been back to the dealership in 3 years to service their vehicle. 

  Shelley P******* 

• Initial Complaint

  05/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife dropped our car off at ***************** in ****************** **, the dealership where we purchased the car new approximately nine months ago. This was the second time the car had been serviced there and we had a very good experience the first time.When my wife picked up the car it was backed into a parking space at the dealership lot. When she got to her fist stop, she parked and went to open the rear hatch. When she did so, she discovered a one inch dent and paint scrape just below the license plate. We had just washed and hand dried the car the day before, so would have easily noticed such damage. It could only have happened at the ************* shop. When we called to report the damage we ran into a stone wall, since the dealership's "policy" is that their hands are clear once the vehicle is driven away.. It never occurred to her that she should have done a walk around to inspect the car before picking it up from the dealership we bought it from and trusted with it, nor did the service department suggest she do so. We were informed after making our complaint that the dealership photographs every car before working on it, but sadly the photo they took of the rear of the car "isn't clear enough" to determine if this dent was present when we dropped it off.

  Business response

  05/16/2022

  This customer came to the dealership for an estimate on December 10,2021 for his insurance company.  At that time, we took pictures of the damage on his vehicle but also of the license plate area.  As you can see from that picture, the scratch he is talking about was there.  This did not happen at the dealership, like the customer is claiming.  We are sorry, that we have missed it.

   

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

  Customer response

  05/17/2022

  [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. 
  
  Regards,
  
  ***********************
  
  

• Initial Complaint

  01/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 02 DEC 2021, I took my 2012 Toyota ****** Pick-up truck to "Motorworld Toyota" (Toyota dealer) in Wilkes-Barre for evaluation of drive-train problems I was experiencing with the truck. It had relatively low mileage. I was told that transmission was ruined and that the "oil was burned". Further, I was informed that the truck required an entirely new transmission, and that the cost of replacement would be "at least $5,325.00, unless we find other problems"... I declined replacement of the transmission and took the vehicle home, with the intention of seeking a second-opinion. I was billed ($105.95) to cover the "evaluation" of said problem, which is quite reasonable on the face of it... On 10 JAN 2022, I obtained a second opinion and evaluation of my transmission at a recommended local business (***** ************* in Williamsport). They informed me that it was impossible for Motorworld to have (adequately) evaluated my transmission as all the plugs (as well as the "snorkel") used to check fluid levels were "rusted-solid" and had never been accessed! The problem with the transmission was actually a simple oil leak from a rusted oil pan. The oil pan and fluids were replaced and I was able to recover the vehicle with no further transmission-related service required. The vehicle is running normally as of this date. I am under the impression that I am the victim of a fraudulent "evaluation" by this local business. **** ** ***** **** 

  Business response

  02/02/2022

  *** **** brought his vehicle to MotorWorld for a diagnostic for a drivability issue. Upon inspection of the fluid and the diagnostic trouble codes present in the transmission control unit, we found likely damage to internal transmission components, which at the mileage of your vehicle we would recommend a transmission replacement.  This customer never reached out to anyone in management regarding his concern. We have not seen his truck to verify any issues or concerns.

  Shelley P*******

  Customer Relations Manager

  Business response

  02/11/2022

  Our Service Manager spoke with this customer and we are accepting his credit card chargeback and giving him his money back.

  Customer response

  02/14/2022

  [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:

  The service manager at MotorWorld called me on FRI 11 FEB 2022.  We discussed the situation and he offered a refund. 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** ** ***** ****
  

• Initial Complaint

  12/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ON NOVEMBER 2, 2016 I BOUGHT A 2017 ******* ****** FROM MOTORWORLD ******** AT THE TIME OF SALE THE SALES PERSON ***************************** AND THE F&I MANAGER SUGGESTED I PURCHASE SEVERAL EXTENDED WARRANTIES INCLUDING A TOTAL LOSS PROTECTION PLAN. AT THE TIME OFSALE IT WAS EXPLAINED TO ME THAT THIS LATTER WARRANTY WAS GAP INSURANCE AND THAT IF FORANY REASON MY CAR WAS INVOLVED IN AN ACCIDENT OR DECLARED A TOTAL LOSS SAID COMPANY (**** *****) WOULD PAY THE DIFFERENCE OWED. I BELIEVE I WAS MISLEAD AT THE TIME OF SALE BY THE DEALERSHIP AND IT'S REPRESENTATIVES THAT STRUCTURED THE SALE AND RESPECTFULLY REQUEST A REFUND OF $799.00 PLUS ANY APPLICABLE TAXES FOR THE COST OF one TOTAL LOSS PROTECTION PLAN.

  Business response

  12/15/2021

  Based on Customers Statement of the Problem, the issue at hand is unclear. If, as he has stated in previous correspondence, customers vehicle was a total loss and he believes he is owed payment under the Total Loss Protection contract he entered into at the time of sale, he must make a claim with the Administrator online at Mygapclaim.com or by calling **************.

• Initial Complaint

  10/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from MotorWorld in June of 2021. One week after I purchased the vehicle i started having problems with my air conditioning. I called motorworld to set up an appointment and i was bounced around from department to department with no resolution. Finally i was able to get an appointment to have the vehicle looked at October 26th. When i got there i was informed that i would need to pay for the diagnostic on the vehicle and pay for the repairs. I went on to explain how ive been having these problems within the first week of purchasing the vehicle and have gotten nothing but a run around from the company. I told the service manager that i tried to have my Vehicle looked at within the first week of purchase. He then proceeded to tell me that theres no way i contacted the company because he claims this is the first time he has spoken to me which was a lie. He also told me that because a certain amount of time has passed that i would be responsible for the diagnostic and the repair costs. I have been trying to get the issues resolved since I purchased the vehicle and now they want to make me pay for service to the vehicle even though this has been an issue since the first week of purchase and ive tried multiple times to get it serviced within the first week. It seems like they got back to me to set up a service appointment once they knew id be responsible for the repairs.

  Business response

  11/03/2021

  **************** purchased the vehicle on July 10, 2021.  We have not heard from the customer until last week.  We have no records of this customer contacting the dealership.  We are happy to look at his vehicle, however there is a diagnosis fee and that would be the customer's responsibility.  We informed the customer of that and he said he would take it somewhere else.  If there is any questions or concerns, please contact me directly at ************.

  Thank you 

  Shelley P*********

  Customer Relations Manager

  Customer response

  11/09/2021

  [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 actually got bounced around from sales to service. Every tome i talked to someone they just transferred me somewhere else. You're saying theres a diagnosis fee ok great. What happens when the issue isnt covered by my warranty? Now i have to pay out of pocket to have said issue fixed? These were issues the car had from day one. Sounds a lot like Motorworld will do anything just to sell you a vehicle and then make you pay for issues that the car has been having from day one. I actually find it funny that you said "he must've called the wrong department" like they wouldn't just transfer me to the service department once i told them my issue. Again it sounds like motorworld is just trying to cover up their mistake.  
  
  Regards,
  
  ***********************

  Business response

  11/12/2021

  Your vehicle was purchased in July.  If you didn't have air conditioning in July, August, September and October, and no one from the dealership called you to have you come in to get this addressed.  We at the dealership do not determine what is covered under your warranty.  Once the vehicle is diagnosed, we then call it into the warranty company.  Once again, if you would like us to look at your vehicle, please let me know.

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

*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. ↩