Marlow Motors Reviews (4)
Marlow Motors Rating
Description: Auto Repair & Service
Address: 707 Commerce Ave, Front Royal, Virginia, United States, 22630
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Description: Auto Repair & Service
Address: 707 Commerce Ave, Front Royal, Virginia, United States, 22630
Phone: |
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Add contact information for Marlow Motors
2015 *** 1500 Deisel that has an open recall and *** can fix at this time as they dont know how to fix the FIRE ISSUE, TRUCK IS NOT SAFE TO DRIVE AND Dealer has given a Loan but will not void transaction so I can purchase a different vehicle the dealership as done nothing but LIE TO ME and I have spoke *** directly they are helping me and being truthful about the issues but can not help me with the voiding the purchase because this dealership is is an independent. When I purhcased they told me that the part was ordered when I went back to the dealership they said there is no fix, again this truck should have never been sold as it is a FIRE ISSUE I have a family, grandchildren that I travel with and I need a safe vehicle and I am also disabled so now having a loaner car without the handicap tags makes it very difficult to go out and about due to parking issues. PLEASE GIVE ME A CALL TO FURTHER DISCUSS
Date: Thu, Feb 13, 2020 at 9:51 AMSubject: Complaint ID ***To: ***@myRevdex.com.org <***@myRevdex.com.org>***,I am writing in response to the letter of complaint received from ***, Complaint ID.
At time of purchase *** was made aware of open recall VB1 and that the recall parts were not available to complete repair. The vehicle had been inspected by our *** Certified Technician following guidelines set by *** with no issues detected that would require taking vehicle out of service.*** still expressed concerns so in attempt to help resolve for customer satisfaction we placed *** in a Loaner vehicle on January 15th and we contacted our *** District Operations Manager for Direction. In emergency situations where it was determined that the involved part was defective *** was able to provide repair kits to resolve concern and even though ***'s was not currently leaking/defective *** agreed to provide us with parts to complete repair.We received the parts and completed repair on January 23 and vehicle was returned to *** and copy of Repair Order *** documenting repair was provided to ***.If for any reason *** determines further repairs are needed they will contact *** but at this time vehicle is repaired and operational set forth by *** guidelines.I hope this will help in resolving ***'s concern but should you need further information please do not hesitate to contact me.
[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: At the time of purchase I was NOT MADE AWARE OF THE OPEN RECALL. I would not have purchased a vehicle that is subject to catch fire. The dealership only agreed to give me a loaner car after I spent 2 days on the phone with Corporate and than after telling me *** has no fix for this issue some how they come up with a partial repair which I am not fully satisfied with. I am disabled and if something happens that the vehicle catches fire am I am going to have the appropriate time to safely get out of the vehicle? This is now my only form of transportation so I need to have a safe car, I travel up to MD once a month depending on my health to visit with my children and grandchildren and I need to know that my vehicle is a safe one. The other problem I have is that the VIN NUMBER still shows an OPEN RECALL, I may assume that is because the dealership preformed the work under Warranty not under the recall. I honestly have no faith or trust in the dealership as they have not been forthcoming or honest throughout this entire process. I AM NOT SATSIFIED with what they have completed.
Regards
My car has been in the shop for the same problem 4 times now. Feb 3,2018, Feb 16, 2018, Feb 27. 2018, and Mar 14, 2018. On top of that, I scheduled and appointment for today and the person I spoke with told me to come in at 6 AM. When I get there, Mark P tells me I have to wait till 8 because the person working on it comes in that time. My dealings with this company has been bad. If it was not for warranty work, I would not have brought it back. Mark was a professional with great customer service skills. I was willing to pay Safford more money just to avoiding coming here but they told me I should take it back because it was going to cost 1,400 for repair that someone else messed up. This whole process is upsetting. I took off work today to get this resolved only to find out I have to wait 2 hours in a break room before the tech showed up. Getting up at 4:30 to get here at 6 and then being told I had to wait an additional 2 hour just to be seen was too much. Mark is doing his best to try to fix the problem but now I am here waiting. 4 times at a place for one problem I think is too much, especially when they caused the problem after the initial visit.
Dear ***:
I am responding to your request for information regarding Complaint ID , ***.
First I would like to extend my apologies to the Customer for the way the Advisor handled the most recent service visit. We certainly should have been more sensitive to the time and arranged for another Technician to inspect vehicle.
Prior to the March 14th, 2019 service visit it had been 11 months and 3006 miles since we had performed any repairs or service to the vehicle and based on this I would have to believe that the Customer had not experienced any issues during that time.
During the March 14th visit our Certified Master *** Trained Technician diagnosed and repaired a poor connection to cooling fan harness. The Repair was completed and proper operation of cooling fan was documented. This was performed as goodwill and the Customer was not charged.
We will gladly inspect the vehicle again but can not guarantee that there will not be charges related to any future repairs. We are dealing with a vehicle that is 16 years old and has had multiple issues and multiple people attempting repairs.
Again I apologize for lack of concern for customers time at last visit but if the customer desires I can be contacted directly to schedule an appointment to further diagnose concerns.
Please do not hesitate to contact me if you are in need of more information.
Sincerely,
Marlow Motor Co
[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,
***
First, thanks for the apology. Now, I paid for the technician to repair the wiring the first visit. Second, the car ran like that when I left there after you claimed you fixed it. The reason I did not turn around and bring it back was because I was frustrated with the service provided the 6 other times I brought it their for the same problem. Third, I even went as far as talking to the owner and writing him a letter telling him how displeased I was with services rendered. I only brought it back because *** told me I should. I was willing to pay them money to fix it because I didn’t think Marlow could. To use the excuse that car is old say something about the technicians. I would hate to see an older car come there
20 November 2015
Dear [redacted],
I fully understand [redacted]'s frustration but as I stated in initial response there is nothing we could have done during the recall that would have led to radio failure. We have worked extensively with [redacted] Technical Support diagnosing the...
concern and it's simply a component failure on a vehicle that is approaching 9 years old with high mileage.[redacted] has offered a maintenance contract as a goodwill gesture but [redacted] declined. Again this is just a case of poor timing and we cannot be held responsible for something we had no control over. I will, however, be willing to provide an employee discount to [redacted] for radio replacement which is cost plus 20% on parts and 40% off the cost of labor.
Thank you.
Sincerely,
Ed S.
Service Manager
Review: I have had my 2005 Jeep Grand Cherokee at Marlow Motors, located in [redacted], VA. three times for the same repair in the last month, starting June 13, 2013. In the last month I have had my Jeep in my possession for less than a week. The last time that it was there, they gave it back, claiming that it was fixed, but it came back to me with a bent drive shaft. The original problem was a transmission issue. It is now at Marlow Motors again to get the drive shaft replaced and for the same transmission issue. The mechanics just cannot seem to figure out what's wrong with it. I want it fixed or replaced under the Lemon Laws of Virginia.Desired Settlement: To have my jeep fixed correctly or replaced under the lemon laws of Virginia.
Consumer
Response:
[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.]
Everything that **. [redacted] responded to you with seem accurate to this point. At 15:05 this afternoon, I received a call from the sevicee advisor that my jeep was finished and ready to be picked up. I will be picking up my jeep as soon after17:00 as possible and I will test drive it again.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,