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:01/10/2025

  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.

  My husband and I drove from ******* to look at a truck to purchase April 11 2024. **** ******* sold us this truck saying it just had maintenance done and the top end warranty will cover bumper to bumper no questions asked. He broke the drivers side mirror before leaving and for two weeks we were cleaning mud out from under and behind the seats. It was running just fine. We put on 4000 miles and took it into a ***** dealership for general servicing December 2024 because we knew its likely due for an oil change. In order for the warranty to cover it they sent an inspector and then refused the codes and demanded the engine be torn down. The warranty company denied the claim stating that there was no maintenance record for it since March 2023 so it was sitting on their lot for 13 months before our possession. My husband has called the warranty company and attested to the fact we only put 4000 miles on it. My husband called MB motors and they kept hanging up on him. They did the same to the ***** dealership. I drive to ********** after work to speak with ****** the new manager who then was trying to blame us for the truck needing $20k in repairs essentially a new engine. They are expecting us to pay out of pocket. We cant afford that. Were a young couple just got married and finished grad school. The only way to make this right is by giving back what weve already paid, being released from the loan and warranty. They knowingly sold us non mechanics a totaled truck. Ive lost wages because we are solely relying on my car. We need a truck to pull our small trailer that we live in.

  

  Business Response

  Date: 01/27/2025

  *****, I'm truly sorry to hear about your experience and understand how frustrating this situation must be for you and your husband. Your concerns are important to us. To clarify things to you and the public, you reached out to us because you had a claim got denied by the warranty due to lack of service and oil change history record from the after the day you bought it. our Team looked up our record and did investigate the 7 months you had the truck and they found out you have driven the truck with service due light on for very long time which caused the issue you are in today. Every Truck need maintenance to be done on it every few thousand miles or period of time to ensure the fluids are fresh and keep the truck running. Also, you guys gave approval for the shop to tear down the engine without reach out to us or at least get a second opinion to confirm if you really actually need a new engine for your truck. I hope this clarify things as due to data we could not do anything to assist on getting the warranty to approve for you the claim. Thanks The Team at MB Motors.

• Initial Complaint

  Date:01/06/2025

  Type:Sales and Advertising 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 contacted the dealership to purchase a 2016 *** 750LI. As a ******** resident buying a vehicle from another state, I relied on *******, my salesperson, who assured me the car was in working order. When I asked if there were any issues with the vehicle, he stated that everything was functioning perfectly, with only minor cosmetic flaws due to its age.Upon delivery, I immediately noticed the drivers side fog light was not working as the vehicle was removed from the transport trailer. After the transport company handed the car over to me, I discovered that the heat and ambient lighting in the cabin were also not functioning. The next morning, I contacted the dealership to report these issues. However, I was met with a rude and dismissive response from ******, who informed me that I had purchased the vehicle AS IS and suggested I call the general manager if I had concerns, though he insisted nothing would be ******* the weeks since, I have been in touch with ******, the service manager, regarding the problems. Ive provided her with multiple pictures and videos as evidence. I also took the car to a local *** dealership for an inspection and shared their findings, including a repair estimate. Despite this, the dealership maintains that everything was working when the vehicle left their lot and reiterates that it was sold AS IS. I now find myself responsible for costly repairs, even though I havent made the first payment on the auto loan. The total amount paid to the dealership was $23,738.

  

  Business Response

  Date: 01/27/2025

  Thank you for reaching out to us regarding your recent experience with the purchase of a 2016 *** 750LI. We understand your frustration and sincerely apologize for the issues you've encountered. We value all customer feedback, and we take your concerns very seriously. We strive to provide a positive and transparent car-buying experience for all our customers. We understand you're concerned about the vehicle's condition and the issues you've experienced. Our record shows the car was fully serviced prior to delivery to you and fully functioning. in many cases the electronics/electrical may stop working randomly at any point as there are no preventive maintenance on them at all. either working or not working. Also our sales team did advise you to add warranty for such issues you may face in the future, to which you have declined and here we are. I hope this clarify the challenge and confusion on this matter. The Team at MB Motors

  Customer Answer

  Date: 03/07/2025

  Hi,  
  
  My apologies on the delay in responding to the case, as it appears messages were going to my Spam folder. My matter was not resolved. Rather the company responded indicating that everything was in working order when the vehicle was sold. I am being told that the issue with this vehicle existed way before my purchase and the sellers knew the issue existed. 
  
  I'm now paying a car note for a vehicle that has serious mechanical issues. 
  
  Any assistance would be greatly appreciated.
  
  Regards, 
  
  *. ********

• Initial Complaint

  Date:12/17/2024

  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.

  MB Motors had a car listed for $17,500 that I was interested in. When I called on Wednesday 12/11/2024 I let there person I spoke to, *****, know that I live in ********* and that I wanted to fly up and see the car and if there was any way I could put a deposit down on the car to reserve it for me until I was able to fly up and see it- I bought a ticket for that Friday 12/13/2024. I specifically asked several times if the deposit was refundable since I wasnt sure if I would like the car or not or if there were any unlisted problems with it, and he assured me that it would hold the car for me for one week and that it was refundable and if I like the car that it would go towards the purchase of the vehicle. I said okay, I also let him know I was starting a new job on Monday 12/16/2024 and that I wasnt sure Id be able to go up that weekend due to schedules being tight starting a job and he said it was fine and he sent me the electronic form to make the $500 deposit. I bought the plane ticket and prepared to fly up to **********. Then he added a bunch of fees and taxes to the price of the car when he sent me the new purchase order, I had to call and speak to him and his GM to remove them since they werent listed on the site and were specific to WA and I wouldnt be using the added features they were trying to charge so ***** removed them. By Friday I told him I wasnt able to make it up but I wanted to keep the deposit to hold the car since I mightve been able to fly up during the week. He said that was fine. On Monday he told me the hold was expiring and I needed to buy the car or it would go back on market, I said that wasnt right since he told me it was good for 7 days. I said it was fine if it was expiring though since I wasnt able to fly up and to just refund the deposit. He waited until today 12/17/2024 to say it wasnt refundable and I needed to keep paying it to keep holding it or buy the car online and have it shipped.

  

  Business Response

  Date: 12/18/2024

  Our team explained clearly that the holding fee allows the client to hold the car for up to 7 days. the hold fee is refundable in one single condition, if the client comes and see the car and did not like it nor we could make any deal out of it then we would refund it for them, otherwise if the client changes their mind during the holding period and do not show up then loses the hold. During that period, the car is no long online nor it is on the lot anymore, which mean no one else can buy it  nor can they test drive it. 

  Initially, the client was coming on Friday, we spoken to him and gave him two options to get the car released to him as he insisted to get the financing thru his bank. On Friday he changed his mind because he realized it was Friday the 13 and he was skeptical to fly on on such day, so he wanted to come on a different date to which we have accommodated it for him. he placed the hold on the 12/11/24 and it expires today the 12/18/24. Our team explained to him as reminder that the hold will be expiring this coming Wednesday and he does have the option to get everything done remotely and have the car shipped to his new job in LA as he will be working there for 6 months. but he refused and denied being told that the hold is non refundable when you do not show up for the car you reserved. 

  I hope this clears the missing details that he failed to mention in his claim. Thanks 

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22701515
  
  I am rejecting this response because:

  They did not explain to me that the deposit was conditional. It would not be sound logic on my end to knowingly pay $500 for an only chance to buy a car. I called ***** and specifically asked if it was refundable and explained my possibility of not being able to fly up due my new job and new schedule, but wanted to make the deposit to hold the car in the event that I was able to fly up and look at the vehicle. I wasnt afraid of flying on Friday the 13th, I called and told ***** that the window between flying up to ********** and me starting my new job was too narrow to comfortably fly up and back down if I didnt end up buying the car. There werent any return flights back to ***** until Sunday, so I didnt want to buy a return flight if I didnt need to. If I waited the full 7 days to fly up and decide I dont like it to get my refund is no different than me staying here and not flying up and telling them I dont want the car any more - it doesnt affect the car or their profit at all, it only saves me the time of flying up there just to say I changed my mind. I told him Id let him know by Monday what my schedule was and if I could make it and I told him on Monday that I would just like the deposit refunded; the car wouldve only been unavailable for less than a week. If they removed the car from their website, I have nothing to do with that, Ive seen many sites that leave a car listed and then you just call and ask if its there or available or not. I already lost money because I thought the plane ticket to go up and when he added on the extra fees, I started to feel like I was being taken advantage of because just like the deposit, it was another thing he didnt clearly explain or mention up front before I even put the deposit on the car. Also if you look at the texts I provided, ***** only mentions that I will lose the hold on the car, and never mentions me losing a deposit or my money even when I specifically mentioned I wanted the refund. Its extremely frustrating to me as a consumer that Im being told about a hold on my deposit, when the dealer is using the wrong language to mislead me. It just feels misleading between the verbiage and the hidden fees that came up after I put the deposit down, and like bad business practices are being pushed onto me. I just want a refund as I was directed was possible.

  Thank you for giving me the opportunity to add more information to my case. Part of my side that I forgot to include was that on wednesday right after calling ***** to ask if I could put a deposit on the vehicle to hold it, I called **** to start an auto loan through them. I could've paid cash for the care but I'm a veteran so they usually have the best rates and I used them to finance my current vehicle. The last time I used them was about 8 years ago and back then they approved you in about 30 mins and sent you a blank check to print out and give to the dealership, but when I called, they said they changed the way they did it and they needed the purchase order to match the amount they are financing and they would cut me a physical check for the exact amount or they would wire the amount to their bank account which could take a few days. Knowing that I wouldn't be able to even see the car or test drive it until Friday, I called ***** back again and told him that I wouldn't have the check in hand, during this time I also mentioned the additional fees that were on the purchase order he sent me. He passed me over to his GM and his GM claimed to not know what fees I was talking about and that I need to talk to ***** about them. I challenged him and said there's no way he couldn't be aware of those fees and them listed them to him, and then he said something along the lines of "oh yes those are standard on everything, we don't make any money off those though" and that I would have a lifetime replacement on the floor mats whenever I go back to the dealership- I replied that there's no way a dealership would do something they didn't make money from and that I wasn't going to be in ********** since I lived in ********* so those needed to be removed. The ** said I needed to talk to ***** to resolve the fees. We also discussed the logistics of the auto loan, I told him that **** needed to cut a physical check or wait until I got up there and decided to buy the car before they would wire the money which would then take several days, and that I needed to be back in ********* for my new job on Monday. So I asked how I'd be able to drive off the lot with the vehicle if they only had the promise from **** that they would be getting paid. He said that was fine, that we would call USAA when I got there and he would get confirmation from them that they would pay and then write me a 7-day contract where they would wait 7 days for the payment before trying to come after me for the vehicle. I also asked what was the return policy if I drove off the lot and something happened to the vehicle on my drive down to ****** from **********, and he said there's nothing he would do since he's selling the car as-is. That's the part where I started to second guess going up to see the vehicle since there were so many moving parts and variables that it started to make me feel a little uneasy. I was passed back to ***** who took off the extra fees and then sent me a new purchase order without the fees but he added on a $6k warranty. I called him back and asked what that was and why was the car even more expensive now, and he said he though I wanted the warranty. I asked him for the warranty information and the different levels of coverage and prices since I wanted a warranty, just not the most expensive one. I also told him that if he dropped the price to $15000 even that we'd have a deal and he said he had no way to lower the price of the vehicle. I felt uneasy about flying up with no return flight, no secured financing (secured becuase I was approved but it was such a short turnaround that they couldn't pay the dealership which made me uneasy walking into that sort of situation), and no guarantee of liking the vehicle, so I sent the text Friday morning that I wasn't going to make it up but that I still had interest in the vehicle and wanted to see on Monday if my new schedule would allow me to make it up before the 7day hold expired. On Monday morning ***** told me that the hold expires tomorrow (Tuesday) and pressured me to pay another $500 to keep holding it, and that's when I said it should be Wednesday that it expires, however due to my job sending me to LA for 6 months, that I just wanted the deposit back. That's when he said "please note since you have changed your mind about the car, you will loose your hold on it". (loose was used, incorrectly, and not lose)
  I'm frustrated because that was never explained to me nor is it consistent with his other claim that it was conditional on me seeing it in person (which was also never mentioned, not on the phone and not in any of the paperwork sent to me), nor would any reasonable person agree to such a strange condition. The term hold was always used by their team, not once did they use the word deposit, other than when I specifically asked when I called them on Wednesday if I could put a refundable deposit down on the car, and they replied yes that's possible to do a refundable deposit, after that, they always used the word "hold". Which set a very clear understanding to me that I made a refundable deposit of $500, and that my hold on the car (giving me first dibs) would be the only thing that I could lose once the deposit was given back to me.
  
  I have attached the receipt of the $500 deposit they sent me after I paid the deposit, the **s with the extra hidden fees that he sent me after I made the deposit, then the ** with the fees removed but the warranty added. Also some additional screenshots proving that I was fully transparent with them in regards to flying up, I literally bought the one-way ticket and sent them the info, and them telling me that I needed to have a check in hand if I wanted to leave with the car.
  
  Thank you again for the opportunity to add more information to my case. I have more screenshots and chat from between us but I'm genuinely not sure if there are any critical pieces that I missed or if it's just filler information. This is only my second time ever dealing with a dealership but I made sure to call and ask if the deposit was refundable because not only is $500 a huge amount but I also clearly explained and was very transparent about my situation of a new job and variable schedule from the very beginning with them.
  
  Regards,
  ****** *******
  

  

  Business Response

  Date: 01/08/2025

  This was explained to him and also he changed his mind about coming on Friday the 13th as it was a skeptical day date for him. he did have the option to fly in the day before and after but he chose not. he was given the option to get the car delivered to his new job location and place another hold to extend the hold period for him for another 7 days. but he denied these two options. 

  From our end we have held this car for over 7 days and lost multiple opportunities on the car as he was going to fly in to buy it. now the car we still have it on the lot as the momentum of interested clients has already gone and bought the same car somewhere else. 

  Hope this helps

  Customer Answer

  Date: 01/11/2025

   
  Complaint: 22701515
  
  I am rejecting this response because: they didnt lose out on 7 days worth of sales like they just lied in the response. The deposit was made on a Wednesday and I told them by Monday I wasnt able to go up any more. They lied to me about the deposit and they  just lied to BBB about the timeframe. They never removed it from their website so the traction was never lost, and it has been sitting unsold since long before I reached out to them with my interest. If anyone actually did reach out to them during the short time that the car was being held, the business wouldve taken their information and called them back to let them know it was available. Once again I never cared about Friday the 13th. I just sincerely wasnt able to make the flight and let them know my uncertainty from the beginning. They used manipulative wording to convince me to send them $500 for a deposit that they said was refundable but calling it a hold- but then when I said I couldnt go they said the deposit wasnt refundable since I didnt go look at the car. Thats shady tactics and has to be some sort of crime. I am not sure if I need to get a lawyer at this point or not. They havent lost any money; they scammed me out of $500, the car had been sitting unsold for ages and Im likely the only person who showed interest.
   

• Initial Complaint

  Date:06/05/2024

  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.

  On June 1st, I and my wife went to MB motors to test drive a *** X5 and meet the manager ****. After checked the car, we are dealing with the price and **** not accepted BOA bank approved letter. He told me I need to contact with *** and ask them send out the check payable to MB motors. But at the mean time, no document for me to sign when he ask me deposit $500 for holding car up to 7 days WITHOUT tell me if I change my mind deposit will not refundable. I told him, I need time to do that and make decision. Then, when we get back home my wife said NO to buy the car but I already sent him 500 + fee = 515 (i have receipt) Next day I call him up tell him I am not buy his car but his office keep said he not at office and he on vacation. Then I sent emailed to his co-worker name ****** and let them know I am not buy the car because a lot of issue Today 6/5 **** called me and said he can not refund my money back because I change my mind not buy his car I ask him he can not do that, I am not take any car or any service and he said his policy not to refund the money.

  

  Business Response

  Date: 06/06/2024

  Please note this has been already resolved and **** said he will talk to his team on processing the hold refund for you. he was not on vacation it was just his days off. I believe there was misunderstanding. you should receive it back to your card with 5 business days. Thanks

  Customer Answer

  Date: 06/06/2024

   
  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.
  Thank you for helping me and do the right thing for people. Appreciate !! 

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

• Initial Complaint

  Date:01/14/2024

  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.

  Warranty sold to me thats invalid . They sold me a warranty that was not going to be valid at all .The vehicle they had sold me with the #Warranty had an aftermarket cold air in take installed in the vehicle when I bought it The warranty will not cover vehicles with aftermarket cold air intakes. So when I contacted the warranty to have work done they denied the warranty. I told them it was installed already in the vehicle when I bought it and bought the warranty. They said Mb motors lied to them about that having after market parts then. So I contacted MB motors, and they have been dodging my calls and e-mails ever since. I have a copy of the Warranty and all the paperwork from when I bought the vehicle. Im very upset that theyre ignoring me and not trying to make this situation right. I payed a lot of money for the truck and warrenty. About 30,000$ all together. I dont know if I would have even bought the vehicle without a warrenty because how much the truck was. Thats why I bought the warranty to make sure I would be safe if something happened. Its very concerning that. They sold me the warranty when It was invalid entire time. Im not sure if they just played out lied to the warranty or what. But theyre ignoring me and dodging my phone calls after I talk to ****** from MB Motors. I do have all the paperwork from when I bought the truck. The warranty and all the papers. I didnt know if it was safe to post my personal info thats on them to this site. If somebody needs copies of the papers , I can send them to them. My phone number is ************

  

  Business Response

  Date: 01/14/2024

  Thank you for contacting us regarding the issue with your vehicle warranty. We understand your frustration and apologize for the inconvenience it has caused. We take matters like this very seriously and want to assure you that we are committed to finding a resolution.
  Addressing your concerns:
  * Invalid warranty: We are incredibly sorry to learn that the warranty you purchased with your vehicle is invalid due to the aftermarket cold air intake. We understand that this was not your fault and that the purchase of the warranty was based on the assumption of a covered vehicle.
  * Communication: We apologize for the lack of response to your calls and emails after contacting ************* This is unacceptable, and we will take immediate steps to ensure proper communication channels are established for your concern.
  * Financial commitment: We acknowledge the significant investment you made in both the vehicle and the warranty. We understand that the invalid warranty adds to the burden and frustration you are experiencing.
  

  Moving forward:
  We want to work with you to rectify this situation as quickly and fairly as possible. We propose the following next steps:
  * Internal investigation: We will immediately launch an internal investigation to understand the circumstances surrounding the sale of the invalid warranty. We will review all relevant paperwork and speak with all involved parties to ensure a thorough understanding of the situation.
  * Communication plan: We will assign a dedicated member of our team to act as your point of contact. This person will be available to answer your questions, keep you updated on the investigation progress, and discuss potential solutions.
  * Possible solutions: Depending on the investigation's findings, we will explore possible solutions, such as:
             * Warranty replacement: We will look into the possibility of replacing the invalid warranty with a valid one applicable to your vehicle.
             * Financial compensation: If replacing the warranty is not feasible, we will discuss other options for financial compensation, such as prorated refunds.
  We sincerely apologize for the miscommunication and resulting difficulties. Please be assured that we are committed to addressing this situation head-on and working towards a fair and satisfactory resolution for you. You can reach your dedicated contact person at ************. Thanks the Team at MB Motors.

  Customer Answer

  Date: 01/22/2024

  MB Motors called me and said they might be able to help last Thursday and told me they would call back. They have not called me back since then. This issue has not been solved. They keep giving me the run around 

  

  Business Response

  Date: 01/27/2024

  The warranty has already paid on his initial claim over $7000. he is not stating the details on the whole scenario. he already gotten twice the value on the car warranty and he made some modification to the car already. Hope this helps clarify the details of the claim. Thanks

  Customer Answer

  Date: 01/28/2024

   
  Complaint: 21144028
  
  I am rejecting this response because:

  I used the warranty when I first got the truck for turbos going out. The warranty never sent an inspector to look at the truck that time. When I received brought the truck in to have more work done they inspected the truck and said because of the cold air intake being after market they will not cover anything. They also said that if they knew that was there the first time I used the warranty they would have not covered it at all. The warranty company said the cold air intake thats on the truck from when I bought it makes the warranty invalid. The warranty should cover the dates and miles that I bought the warranty to last.  The point out of all of this is I paid for something that Im not getting because you guys sold it to me as an invalid warranty from the start. That warranty was never valid the whole time. 
  You cant just sell something to someone telling them its covered when its not. You were more than happy to take my money not knowing what you were selling me and lying to me about a warranty. If I paid for a warranty, it should last to the agreement of what I bought. It hasnt even lasted half of the miles or time frame of the warranty I paid for. You guys just sold it to me not caring about the outcome if you were right or wrong or looking into your product to make sure it would be all good. Im very disappointed with this. When you pay for something you should get exactly what you pay for. And MB Motors knows they didnt wrong and even admitted it to me. They even told me they stopped using selling that warranty after I bought the truck because they were having problems with it. This problem is on MB Motors for selling something they were not accurate or truthful on. They just wanted to get as much money as possible even if that meant selling a warranty that is invalid from the start

   

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

  Customer Answer

  Date: 01/28/2024

  I have not made any modifications on the truck. I put different tires on the truck. I had to put different tires on because the one that were on it were completely bald. 
  I have made NO modifications at all on the truck. 
  I should be getting what I paid for.  when you pay for something, you should get exactly what you paid for and agreed to. I have all the paperwork stating when that ******** is supposed to last for how long and how many miles. Im not even at half the amount of time or miles. Im starting to get very upset theyre completely ignoring me and dodging me. ***** told me he was going to call me back 12 days ago. ***** told me he was working on upgrading the warranty and that he was gonna pay for it to be upgraded to cover with the aftermarket cold air intake.  He told me they were going to help out and pay for the warranty upgrade for me because he knew it wasnt right what happened. He has not called me back and he is dodging me. Its getting very annoying at this point and Im wondering if I need to take legal action against them. This isnt right at all. I have a family I need to provide for and I need a good vehicle for that and for transportation for my family . I would like to get my money back and take the truck back to them at this point. Its so frustrating dealing with someone that tells you one thing and does another. And completely ignores you.
  

  If Gorge from MB motors had this happen to him if he bought a warranty for a vehicle he would be very upset not getting what he would pay for. 
  

   

  

  Business Response

  Date: 02/16/2024

  The warranty is invalid for making modification to the car. therefore any future repairs claim will be voided by the warranty. 

  Customer Answer

  Date: 02/16/2024

  The warranty is invalid because you sold me the vehicle with after market parts already on it. So when the vehicle was inspected by the warranty they said its invalid. You should have never sold me the warranty to the vehicle. You sold me something without doing your research on what you were selling. You just wanted the money. Then gorge from MB Motors  has told me for weeks hes trying to get me an upgraded warranty to cover the truck with **************** cold air intake that was in it when I bought it. He has not called me back for weeks. So I called Tuesday and he told me hes still trying to get me the upgraded warranty that theyre gonna pay for. He just keeps stringing me along. I would like my money back and to take the truck back to them. I would have never bought the truck without a warranty. They sold me a warranty from the start that wasnt valid the second the warranty company looked at the truck. Gorge from MB Motors just keeps giving me the run around and this is going no where. Its not professional on him at all. I think its very unprofessional for a car dealership to sell a warranty on a truck  that they havent done there research on at all. Selling something that isnt accurate at all. 

  Customer Answer

  Date: 02/21/2024

   
  Complaint: 21144028
  
  I am rejecting this response because:

  they sold me the truck with after market cold air intake. They have given me the run around so much. They told me they were gonna pay for an upgraded warranty to cover **************** cold air intake that was on the truck when I bought it. Yet gorge hasnt called me back for weeks. Im very upset, I payed for a truck and bought a warranty so everything would be covered. This is ridiculous that I even have to file this with better business bureau. MB Motors should be fixing there mistakes. They should have never sold me the warranty. I wouldnt have even bought the truck without buying a warranty. The warranty should cover everything. I shouldnt have to be dealing with this. MB Motors should have done their research before selling me something. They just wanted to take my money. MB Motors sold me warranty that wasnt valid the second the warranty company inspected the truck. I was sold something as a lie, 
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 03/04/2024

  The upgrade done on the truck is outside of the scope of the upgrade that can be done on it. Hope this helps

  Customer Answer

  Date: 03/04/2024

   
  Complaint: 21144028
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************************

  That doesnt change anything. You guys at MB Motors still have not made it right. You sold me an invalid warranty because of the parts that were on the truck when I bought it. You sold me something that wouldnt work as soon as the warranty company looks at the truck. You did something very wrong to a customer. No professional company acts like the way you have to a customer. You keep giving me the run around rather then taking the truck back and giving me my money back or paying for the work to get done on my truck. Or even giving me the money back for my warranty. 

• Initial Complaint

  Date:08/11/2023

  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 purchased a 2017 *** 650 xdrive from MB Motors in ********** on 7/27/2023. They failed to disclose that the electronic trunk is non functional. They claim to do a full inspection, but when contacted their sales rep ***** said they do not check the trunk. This is estimated to cost over 1000$ to fix. In addition, on the passenger door, the paneling below it is loose and came off just from opening the door. I received the vehicle last night, 8/10/2023. I would like to be reimbursed for the fixes and advise other buyers to stay away from this dealership. In addition, I do not have a title to the vehicle I spent over 40k on. I am not asking for a full refund but enough to cover repairs and for the title for the vehicle which I rightfully own.

  

  Business Response

  Date: 08/18/2023

  Thank you for sharing your experience with us, and we apologize for the inconveniences you've faced. We take your feedback seriously and are committed to addressing your concerns. It's disappointing to hear that your interaction with ********************* and your overall experience fell short of your expectations.We deeply regret any misunderstanding regarding the add-ons that were included with your purchase. Our intention is always to provide transparency and clarity to our customers. We apologize if this was not effectively communicated to you.Regarding the issues you've encountered with the vehicle, we understand your frustration. It's important to us that our vehicles are in optimal condition when they are sold. The challenge you have faced is electrical issue and this failure can happens at any point. As per our record that part was confirmed it was working however, we do not check for it again upon getting picked up by the transporter, as no warning showing on the dash to be flagged. Our sales team always recommend our clients to add extended warranty 3 times in the sales process to which you have declined. Additionally, the delay in sending your title is unacceptable, and we apologize for any inconvenience this has caused you. We are actively investigating this matter to ensure that your title is processed and sent to you as quickly as possible.We value your feedback as it helps us identify areas for improvement. Once again, we apologize for the troubles you've encountered and appreciate your patience as we work to rectify the challenges. The Team at MB Motors.

  Customer Answer

  Date: 08/23/2023

   
  Complaint: 20457793
  
  I am rejecting this response because: I find it hard to believe that the trunk that barely opens was never inspected and the vehicle was just sold to me knowingly with this issue without ever disclosing. I would like to see the documentation showing when this inspection happened. In addition I would like to know why there were an extra 109 miles on the odometer from when the vehicle was sold until it was delivered to me.  I still do not have the title to the car I paid in cash for on July 28th. I am unable to drive this car or get it registered because MB Motors refuses to send the title. The business is extremely evasive and unhelpful surrounding this title. No one ever contacted me to tell me they can't provide a title for the car. I had to continuously reach out to the office to get responses. I was told on the phone by ****** 2 weeks ago that I would get the title last week. Then last week I was told the title was not ever requested for me!  This is 3 weeks after I paid.  I was told 8 days ago I would get the title within 5 business days. Today I was told that there are piles of packages there and my title may just be sitting there but no one will deliver it to me.  Again no one has ever contacted me to help me or provide a status update on the title. I am given constant runaround and sent to voicemails of people who do not respond. I am unable to do anything at all with the car until the title is delivered, this makes absolutely no sense why 26 days after I paid I still do not have the title to vehicle. Please contact me ASAP to explain what is going on with the trunk and the title. 
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 08/23/2023

  The vehicle was also delivered with 109 more miles than the odometer paperwork filed by MB Motors.  When asked ***** said it was due to servicing. He was unable to provide any details on the servicing and he clearly stated "We don't inspect trunks" on the phone to me

  

  Business Response

  Date: 08/29/2023

  Please note his title has been delivered to him already. see attachment for the ***** tracking. 

   

  Thanks

• Initial Complaint

  Date:05/04/2023

  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 purchased a 2013 **** Escape with 49k on Jan 5, 2023 and have had nothing but issues since I drove off the lot.Right off the bat, the light for the coolant came on as I drove off the closed lot- then it started running rough.I took it to my mechanic and **** later they had to redo the hoses in the coolant system and clean the throttle body.Fast forward to last week when during my first oil change they found a major transmission fluid leak.So back to the shop it goes and today I received a call that the transmission needs to be replaced - which is another $7200 dollars that is almost as much as I paid for the car!!!I would like my vehicle either completely repaired and all costs to date reimbursed, or I would like them to find another vehicle for me and figure out how to change my loan and other info.I have contacted the dealership 3 times and have received no response.I have since found out, via other members of the community, that they are known for this. They purchase c*** cars at auction, put them up for sale and tell the buyer they have been checked and are in great shape with no issues and yet there have been many cases just like mine.

  

  Business Response

  Date: 05/05/2023

  Hello, 

  Please note the car been inspected and was working accordingly at the time of purchase. As you know, all Cars are sold AS-IS in the ***********, however our sales team always make sure to offer the client a warranty to be added to their purchase three times at least to ensure they are protected from any future mechanical and electrical failures, to which the client has declined three times. We do not manufacture these cars, we only sell them and make sure they are good for our clients. All cars are mechanical and will always break in the future that is known. 

  Our team have done their best to protect the client at the point of purchase but the client refused thinking the sales team trying to upsell them where in fact the sales team is well trained to make sure to give the client the best protection needed on their vehicle at the best value possible. Also not to forget the car is 10 years old, which means anything may happen in the future. 

  Hope this helps and clarify things. 

  The Team at MB Motors. 

• Initial Complaint

  Date:04/05/2023

  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 purchased a 2013 ***** Ridgeline from MB Motors and was in contact with **** to help me in the sales process. The car report came back great with all the service being done and **** seemed very amicable over the phone and sent me some exterior and interior pictures in addition to the ones I viewed online. He assured me prior to buying the Truck that everything was in working order. Upon flying into the dealership I had given them plenty of time to get my truck ready for me to pick up, but at first, it couldn't be found and when they did pull it around it was dirty and I couldn't get all of the electronics to turn on. **** assured me it all worked and would turn on after about four hours due to a new battery being installed. It never turned back on, the navigation is broken along with the backup camera, the locks don't work properly and the keyless entry doesn't work. When I arrived back home in ******* I spoke to **** and he keeps telling me he will talk to the manager but wont give me his direct line. When I call the dealership, ****** is always gone or I am sent to voicemail. This is obviously a tactic that is used to wear people down so they will get frustrated and give up. **** keeps telling me, well you should have purchased the warranty which is a complete scam. Every time I talk to ****, it's just excuses and ridiculous explanations that have no merit and he yells and interrupts me and just talks over me. What an awful experience this has been, I was told that they sell expensive cars and mine was a cheaper one so I guess I didn't deserve good customer service or at least a working product from their company. I'm a student and $20,000 is a lot of money to me, this truck is at the top of the *** price index so I would expect it to be in working condition as they advertised it to be.

  

  Business Response

  Date: 04/08/2023

  Hello, 

   

  this has been resolved with the client and we have reimbursed him for the key fob and radio. see attachment as proof. 

   

  Thanks

  The Team at MB Motors

  Customer Answer

  Date: 04/08/2023

   
  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:02/13/2023

  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.

  ************************* with MB Motors sold me a truck at the end of November 2022. With the purchase of the truck I also bought an extended warranty. I was provided a pamphlet detailing what is covered in the specific plan I chose and a 1 page contract for the warranty plan. Recently I brought my truck to the **** dealership because I noticed an exhaust leak coming from the exhaust manifold on the engine. I was told that this warranty would cover ****************** and anything that the dealer would have covered. The pamphlet and contract both noted gasoline engine is covered under warranty. The warranty company rejected my claim stating fasteners such as exhaust manifold studs are not covered under warranty, which was the diagnosed cause of my exhaust leak. Therefore any repairs related to a fastener failure would not be covered. Nowhere on my 1 page contract or the pamphlet did it say that fasteners are not covered. I called the warranty company and they explained why my claim was denied and provided me with a copy of my contract. The contract they provided was 12 pages long and detailed all kinds of repairs not covered by my warranty. MB Motors and ************************* did not provide this contract for my review on signing, did not include it in my sales documents, did not disclose repairs not covered, and specifically withheld most all of my contract. In my position I see this as fraud as withholding details of a contract and advertising it as something that it is not, is deceptive and done so for their specific profit. I cannot get ****** to call me back anymore. He claims he is working with the warranty company to provide me an exception to my claim, which I strongly suspect is a lie. I would like MB Motors to refund of the cost of my warranty, $2,750.00. I have included my contract attached for your review. Thank you for your time and consideration in this matter.

  

  Business Response

  Date: 02/15/2023

  Dear *******,

  
  Thank you for bringing this issue to our attention. We apologize for any inconvenience you may have experienced with your truck's warranty. At MB Motors, we strive to provide our customers with the highest level of service, and we are sorry to hear that your experience did not meet your expectations.
  We understand your frustration with the denial of your warranty claim and the lack of information provided to you during the purchasing process. We have reviewed the contract you provided and we agree that it is important for our customers to have access to all the details of their warranty coverage before making a purchase. We will be reviewing our process to ensure that all relevant information is provided to our customers.
  In regards to the refund of the cost of your warranty, we understand your request and we will be happy to process the warranty cancellation for you as any warranty contract is cancellable. please reach out to our admin office to process it for you immediately.

  Thank you again for bringing this to our attention, and we appreciate your feedback. We are committed to providing the best service possible to our customers, and we hope to have the opportunity to make things right.
  Sincerely,

  The Team at MB Motors

  Customer Answer

  Date: 02/16/2023

   
  Complaint: 19399197
  
  I am rejecting this response because:

   

  I have already canceled the warranty directly with **************. Due the lack of a full contract not being provided at time of sale, I was able understand and evaluate it in full. As a result I have incurred expenses. ************** will return my money minus the pro-rata rate in the amount of days. I have calculated it as follows:

  Days:
  Number of days between 11/26/22 and 2/16/23: 83 days
  Pro-rata per day rate: $2750.00 /**** days = $1.5060
  Pro-rata cost/day calculation: 83 days x $1.5060/day = $125.00
  Cancelation Fee: $25.00
  Amount Due at Return: $2600.00

  As a result I will not get $150.00 of my contract in return.
  

  Burlington ************************************* charged me a diagnosis fee for bringing them a vehicle to them with an obviously not warranty covered repair. This cost $224.00

  In total I am out in damages in the amount of $374.00, I should be reimbursed the expense I incurred as a result of withholding a significant portion of the service agreement.
  

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

  

  Business Response

  Date: 02/23/2023

  Hello, 

  Please note the information you have been provided is not fully correct, the cancellation amount of the warranty will be reimbursed to us and we will be sending the refund to your lien holder since you have an open auto loan on the Truck. 

   

  Hope this helps. The Team at MB Motors

• Initial Complaint

  Date:10/01/2022

  Type:Sales and Advertising 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.

  On September 23rd of a week of phone communications with the dealer and denying a retainer I finally drove to ********** from ****** was denied full financing from navy fed and had to come back from yakima to ********** on the 24th when I completed buying of a 2010 range rover sport supercharged autobiography. It was listed for ***** after taxes I bought it for ***** I took the car to my mechanic for an inspection on September 27th the minimum fee to correct the only known problems on the car is ********. The headlights and brakes are out. Everything was hidden I test drove the vehicle with no problems no check engine lights or anything. I drove home they all came on and I had it inspected. The car had a clean record and full service from a dealership verified from car fax. I was completely ripped off and I did some research to find out its a lemon lot and im not the only one. I wanna do anything I can to get my car foxed or have them take it back because they refuse the buyers remorse of 7 business days. Also I want the business to be investigated or anything because its not okay for them to do this to anyone.

  

  Business Response

  Date: 10/03/2022

  Hello Teistan, 

  Sorry you are facing such challenge with your car. when you first showed up, you wanted to do your own financing which we have accepted it but you did not have the correct approval from your bank, and it was after hours to get things done with your bank. As for the car issues, you checked it twice and all was ok, Also our sales team advised you about getting a warranty as these cars brake especially for that year range to which you have denied it. Then, you reached out to us and you were advised to send us the report you have stating all these issues and you were advised that our service director will review it on monday and get back to you for a resolution but you have insisted that you wanted an answer right now. the car is no a lemon, having an issue does not make a car a lemon just because you state it is. the car has clean title. 

  We are always available to assist the best way we can. Thanks The Team at MB Motors