Morrie's 394 Hyundai, LLC

I am rejecting this response because: I completely understand I bought a high end used car I also realize that high end car that may have sold for several 10's of thousands are not any cheaper to repair once they have aged Therefore, I have attached a word doc It (I believe) explains in detail that I am more than aware the risks of buying a used car AS-ISAlthough, I cannot prove it and most always trust people at their word, I find it hard to believe that no one was aware of the Pcode prior to the car being offered for sale? I find it hard to believe that the “exhaustive tests” performed by Morrie’s did not reveal a bad heater/AC fan motor Yes, I should have tested it myself But, I inherently trusted Morrie’s and their inspection of a $20K car (out the door)In filling this compliant I did not expect that Morrie's would offer to pay for the labor Especially after the communication and patronizing attitude some of staff after the sale Yes, as mentioned, they made some provisions, but after reading other complaints concerning used cars I felt the same way as others did; after the sale; forget it! The consumer is on their own Once you buy a used car from them – forget after any common curiosity after the saleAgain, in Morrie's defense they offered something, paid for the thermostat; a $part from another Porsche dealer in the cities But if $of labor for replacing a thermostat and a fan motor is 40% off, I find that amazingly highMorrie's followed the law to the letter for an car and trust me, they will preach this over and over and over to you after the saleAgain, with the treatment after the sale, I did not expect any closure to this issue I learned a lesson and hopefully raised the awareness to othersIf you buy a used car from Morrie’s, I strongly suggest you question everything and do not trust their “exhaustive” inspections

I am rejecting this response because: I am not contesting that the oversized oil plug caused the strippingThat was the solution that they came up with to solve the problem after they stripped it out in the first placeI was told that the original plug stripped the panI was told that the plug is made of a material that is harder than the material that the pan is made from.When using power tools to remove/install these plugs it can get cross threaded easily and can strip out the pan If they are suggesting that I should have known that these vehicles have this problem and I should be responsible for damage done during routine maintenanceI will contend that they should also be aware of these issues and take precautions to protect themselves and their customers from this happening in the future.I have done many oil changes on my own vehicles I have never stripped out a plug/panI know to hand tighten the plug as to not strip the threadsI would hope that they know this as well.I am stating that Morrie's Service department are the ones who damaged the oil pan on my car on 6/2/I am stating they told me that they were sorry and they would be replacing it for me

The attachment above is the inspection report stating we replaced the brakes during our inspection. Customer stated that the brakes were still making noise after purchase. Customer brought vehicle back for us to inspect, and we ended up taking it to our luxury store as we thought they
might be able to help us as we didn't find anything the second time. Michael, the service manager at luxury maintained contact with the customer to keep them up to speed on the work that was needed. Customer picked up vehicle and called back a few weeks later to state the brakes are making noise again. We brought the vehicle back to the luxury store and we replaced the rear brakes again, because Land Rover told us that was the problem since we did not put on OEM parts to start with. After customer picked up the vehicle they called back some time later stating the brakes are making noise again. She now has an appointment with Land Rover next Tuesday to have the problem resolved at our expense

I appreciate Mr***' frustration. This is always the toughest part about purchasing any type of a pre-owned piece of equipment. Since the vehicle was years in age at the time Mr*** purchased it, we sold it "AS-IS" as we are required to do. Mr*** was made aware of
this on multiple occasions, and signed the document. We do however offer extended service contracts. Mr *** was presented several options and chose not to purchase any additional coverage. He signed several documents which disclosed no warranty on the vehicle and no additional coverage purchased by the consumer. Thermostats do not have warning lights, or any other form of notification that there will be in issue shortly. Morrie's was under absolutely no obligation to do any type of good will gesture in this instance. New vehicles come with warranty from the manufacturer. When those warranties have expired, dealers offer customers extended service plans, because there are no crystal balls with sophisticated equipment. Due to the unfortunate timing of Mr***' first maintenance experience, Morrie's offered and followed through on a good will gesture. Now MrWood's has filed a complaint for additional monies. Morrie's did not build or design the vehicle. Morrie's did not drive or maintain the vehicle the previous years. Morrie's inspected the vehicle following our extensive inspection process. On a vehicle like a Porsche, if there is anything we are unsure of at one location, we have exotic experts at our Morrie's Luxury Auto location to assist. Exotic highline vehicles are more expensive than many other vehicles. They cost more new, used, parts, labor, etcthan many other vehicles. Morrie's paid for his parts and lowered the labor by 40% in comparison if he had went to Porsche dealer. In addition passed on the reduced rate for other work and waived all environmental fees

Please bring in receipts for your expenses and we will be happy to reimburse you for the items listed in your complaint. Please ask for either Matt *** or Adara *** when you arrive. We will attempt to reach you by phone as well. Sincerely, Matt ***

Have left the customer multiple voicemails requesting a call back, with no response

Initial Business Response /* (1000, 5, 2016/02/02) */
*** purchased the car on 1-23-and in the car deal they wanted Morrie's to replace the front fog light, re-detail the car and re-clip the bumperI have included the original "we owe" and subsequent repair orders" for your review
This was the only thing included in the deal at the time of consummationWe held up our end of the deal as you can see in writingThis car qualifies for a day return of a day exchange from the original date of purchaseThe ***'s are still within the time period to exchange the vehicle for any of the 1200+ cars in the Morrie's inventoryWe would be happy to help them pick out a new car if they are so unhappy with the car they have now
Initial Consumer Rebuttal /* (3000, 11, 2016/02/25) */
After initial close of complaint (2-15) due to no response from consumer in days following business response, received following info from consumer in form of 'new' complaint
(Revdex.com will be deleting this 'new' complaint, but will re-open the original complaint, add this new info, and re-send to business for response.)
New info provided by consumer:
"2nd complaint about repairs not being done as promisedSince last complaint car has been back to dealership for weeks
Original complaint was ***During this time frame the transfer case went out of the vehicle causing it to once again go to Morries for repairsWhen the vehicle was ready to be picked up, we asked for the license plates for the vehicle, as the temp tags was now expiredWe were given different answers as to why the plates were not yet inwas the State was behind on issuing, another was the salesman took the file and they were unable to register the carSo they gave us another temporary tagThey said the plates were not even ordered yet and they would have to call corporate and find out why? I asked to speak with someone in corporateto date NO ONE has tried to contact my wife nor myself from CorporateWe were told well it will be more weeks before the plates come inSince they needed to be orderedFunny though they showed up days laterWhile we were picking up the vehicle I spoke with the service manager who said that Amir, who is the used car manager declined again to repair the bumper which is in the original purchase agreementSo I went and spoke with Amir, who said, "I never said that, sure I want to fix the car, bring it back on a Monday when the tech is here no problem." So I was satisfied with that and we left and drove the vehicle home that nightThe next day my wife was driving the vehicle and noticed an odd odorAfter stopping it was discovered that there was no transmission fluid in the vehicle, the dip stick was DRYSo fluid was addedWhen my wife returned home that night the vehicle began leaking oil and quite a bitSo Saturday AM Morries was called yet again and they picked up the vehicle AGAINOn Monday we learned that they needed to retighten some bolts and should fix the issueWe again asked to speak with corporate and were provided a numberWho we left a message withMy wife asked if the bumper would be fixed as its a Monday and the tech should be thereThe service associate was very pleasant said he would check and let us knowWhen my wife arrived to pick up the vehicle she noticed the bumper was not fixedShe asked why and was told Amir said no AGAINSo I immediately called and asked why this was not doneAfter getting Amir's cell phone number I texted to ask him why he changed his mind againHe said he would fix it just bring the car back, AGAINIt seems when I ask he is willing to honor my request, but when my wife requests it, she is deniedIn addition I have been trying to contact Corporate for almost weeks, and still no one has called us backI finally talked to a Wendy at the Suburu Location who said she would write my info down and give to the corporateStill no call backWhen I called back the next day Wendy transferred me to a general voicemail, and I have yet to get a replyMy wife and I have "owned" this car for daysShe has driven the car a total of daysWe have gotten the run around from the sales manager and now corporate is avoiding us as wellI would just like to return the vehicle and walk away with our down payment back, as this dealership does not seem to honor their dealsAnd for the corporate office to avoid us, when we wanted to voice our concerns to them is ridiculous."
DESIRED RESOLUTION::Full return of the vehicle and refund of down paymentSeeing as we have only had the vehicle for days, out of the we have "owned" it
Final Business Response /* (4000, 15, 2016/02/29) */
Received call from Aaron *** at Morries Hyundai, indicating that customer returned the vehicle Friday afternoon and received refund
Final Consumer Response /* (2000, 17, 2016/03/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accepted the response but upon arriving at the dealership to return the vehicleThe checks were no ready or waiting for me as promised nor was the loan amount credited back as it was promised it would be as well per the used car sales manager that I talked to previously that morning a couple times
When I called to talk to Aaron *** and had left him a couple messages, I ended up calling the dealership and talking to the receptionist who's starts with D, she has always been very helpful and reliableI was then told that Aaron does not work Fridays normallyShe sent me over to Mike the new car manager and when discussing the situation with him he redirected me over to Amir the used car sales Manager who I have dealt with many times directly or indirectly and the results have not been so positiveAmir who was not scheduled to work from what I was told but he stopped into work and was familiar with my vechike situation
After mentioning about the information to return vehicle, Amir said "ok, bring the vehicle in and you will get your money backI asked how that would workHe said give it a little time, they have to get the paperwork done and someone in corporate will have to cut the checks and then they need to be brought over or picked upThe time I called or started to call was 7:30ish or in the morning I didn't not get ahold of Amir until or soAnd didn't receive a call back from him until almost 10amThen I'm told I have to wait til 2pm to come on for the checks and sign the paperwork
The email stated that to come in on that Friday and that day only the deal was validIt did not specify a timeWhen I expressed I was dissatisfied with being inconvenienced for the majority of the day and two: trying to contact someone I find out is not working that dayThree: being told that I will need to wait til later in the day to make the exchange, which took time out my day and made it so I needed to rearrange my schedule just to accommodate them, not the other way aroundI was told by Amir that I would receive my full refund when I brought the truck backMy down paymentFirst months Payment and loan pay off and flat cancelled
When I told him I was on my way up, he told me then to come up at 2pm when this was now around 10amI was upset and said soHis tone was rude and voice escalated towards meHe said we have a lobby full of people who need help are we suppose to push them aside for youI said actually "yes!" I was given a certain time frame to return the vehicle am given you notice I was coming up versus just showing up and I was told per the email that I will receive a refund of the purchase, down payment, loan and since you were now aware of me making a car payment because I had asked and my husband had asked repeatedly time after time in person and on the phone to talk to someone in corporate or have someone in corporate call me and no one ever didAmir, cut me off and yelled and said that's because you contacted the Revdex.com that's why you wouldn't get a call or no one would talkI said excuse me, the Revdex.com was not contacted until just recently when after nearly times of asking and being told by you that you would fix things that were agreed to on the purchase agreement and then you won't when I question it when picking up my vehicle a couple times after the dealership had it for a lengthy duration of time
He was so rude I put him on speaker phone so my mother could listen to his unprofessionalism and the way he takes to me, also what he promised when I arrived to turn in the vehicleI told him the paperwork needed to be completed sooner than 2pmI had things going on that day that were once again being put on hold due to disorganizationI received yet another call this was from Kirsten in financeShe stated the paperwork would be done around 1-1:I was still not pleased with the time
I headed to the location, arrived and was greeted by the receptionist DShe was ever so pleasant and apologetic for all the issues I hadshe directed me to Kirsten who had me sit down and wanted me to sign the paperwork but I did not see the checks anywhere nor any information about my loan being credited backI questioned Kirsten and she said "yeah, the checks will be here on Monday!" I said well then you will need to talk to someone about getting the checks because I am not leaving the vehicle here without having the checks to take with me
She asked me to go to her office that where she called Amir and asked what he said to meI talked to my mom once again and put her on speaker phone so Kirsten could hear what Amir said and my mom could hear what was being said to me
I was told she would not have my checks there today that I would have to come back there on Monday to get them or they can mail it to meI said that was not the agreementShe said the checks are not printed and cut onsite they are done at the corporate office, I said I find that very hard to believe for a dealership that you don't have one person that can issue a checkI was told I will be getting my loan money and the checks, not to worryWhen my mother asked if someone their was in fact a notary and we were told "no!" I said your dealership was not trustworthy already why would all of a sudden trust them now
I was asked to wait out in the lobby to hear back from Amir who he said he was calling Corporate..Kirsten comes out of her office about 20-30mins later and said it would be another 30mins and the checks would be at the dealershipAfter about 30mins Kirsten calls me into her office and she said the checks just printed, but they have ballpoint ink signatures on themI finished signing the paperwork and she gives me copies of thoseI was told that my loan balance was processed and sent on Friday 2/The check for the auto Loan didn't get sent out Monday and it was overnighted to arrive Tuesday morning 3/1/
Capital one did not credit the loan and show it as a flat cancel until 3/7/
So to state that everything was taken care of as of Friday 2/26/16, is very inaccurateYes, the vehicle was returned with the key/fob the title still has yet to come and I was asked to return that once it comes to meSo this has not been fully completed for the vehicles title is still an issue and has not been dealt with yet

Initial Business Response /* (1000, 6, 2016/01/28) */
On September 18th *** purchased a Buick Enclave sold with 107,miles on it*** kept having problems with the car and told us she did not feel safe driving her family in the car anymoreIn January of we did
refund her purchase price in full of $13,990, gave her $for her traplus her full down payment of $That is what we promised and that is what we deliveredConsidering the fact that the car was sold 100% as-is, she drove it for months and put 4,miles on the car, we feel it is above and beyond any obligation we had in this situation*** asked for the payments that she made and I declined since it is never what I promised and she accepted after conferring with her AttorneyAt this point we consider the case closed
Initial Consumer Rebuttal /* (3000, 8, 2016/01/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The issue is not that I bought a vehicle AS IS the issue is far beyond thatThe consistant lack of communication on the businesses part ( admitted multiple times by or more employees) which lead to the ultimate issueThe GM suggested a Solution for the problemThe exact words used, were"The direction we would like to go is to buy your vehicle back from you and you can purchase a vehicle elsewhere" followed by "we will give you a full refund." I have never been more disrespected and disregarded by a companyNot only was I now without a vehicle but I was told I could not buy another one from MorriesI will not accept anything other than a full refundThe full refund will be complete once the $There is no reasonable excuse to keep the payments I made to the loan company on something that was returnedIt is not a full refund if all of the monies paid are not recoveredAs a consumer I did nothing wrongI am holding the dealership accountable

Initial Business Response /* (1000, 6, 2015/12/22) */
*** bought a GMC Envoy with miles on it on December 14thThe car was sold 100% and *** agreed to the terms of the saleAfter a short period of time the Envoy had engine problems and called us
for helpWe told him the car was sold 100% as-is, however if he could transport the car to us we would try to help himHe did transport the car to us and we gave him all of his money towards a Lincoln AviatorThat was the deal we agreed to and all parties felt it was a fair resolutionThere was never any discussion of us paying the tow billAt this point *** is responsible for the tow bill and we consider this a closed case
Initial Consumer Rebuttal /* (3000, 8, 2015/12/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from Morrie's is not correctWe originally requested a full refund for the return of the GMCWe were told by the salesman that they do not have to do any thing to help us as the car was sold as isWe had no other choice but to accept another vehicle or we would get nothing at all for the $purchaseThey also are not telling the truth again about the towingI gave them the towing bill when we got back with the car and asked for the towing to be reimbursedIn addition we asked several times that evening when we got the replacement car and also spoke with a gentleman named Amir about getting the towing reimbursed and he said they would call me the next day, which they never did and after we sent text messages to our salesman named SteveI do not feel I should be responsible for the towing of a $vehicle that lasted less than miles and hours
Complaint Response Date bumped because: Holiday

I just spoke with our Service Manager about his last communication with the manufacturer. He made me aware you are currently driving one of our service loaners at no cost to you. I spoke with him about how else we could help. He will be contacting you this afternoon with some ideas to continue to help you in your situation. I was made aware you were given a trade value also but opted to go with the repair attempt. We have and will continue to do everything within our abilities to assist you. Andrew will be contacting you shortly

Have contacted the guest, and we are repairing the vehicle like we had initially promised. Will pick up vehicle from customers workplace to make repairs and when completed will return it. Customer will be provided vehicle while we are conducting repairs

I am rejecting this response because:
I completely understand I bought a high end used car.  I also realize that high end car that may have sold for several 10's of thousands are not any cheaper to repair once they have aged.  Therefore, I have attached a word doc.  It (I believe) explains in detail that I am more than aware the risks of buying a used car AS-IS. Although, I cannot prove it and most always trust people at their word, I find it hard to believe that no one was aware of the P2181 code prior to the car being offered for sale?  I find it hard to believe that the “exhaustive tests” performed by Morrie’s did not reveal a bad heater/AC fan motor.  Yes, I should have tested it myself.  But, I inherently trusted Morrie’s and their inspection of a $20K car (out the door). In filling this compliant I did not expect that Morrie's would offer to pay for the labor.  Especially after the communication and patronizing attitude some of staff after the sale.  Yes, as mentioned, they made some provisions, but after reading other complaints concerning used cars I felt the same way as others did; after the sale; forget it!  The consumer is on their own.  Once you buy a used car from them – forget after any common curiosity after the sale. Again, in Morrie's defense they offered something, paid for the thermostat; a $118.00 part from another Porsche dealer in the cities.  But if $900.00 of labor for replacing a thermostat and a fan motor is 40% off, I find that amazingly high. Morrie's followed the law to the letter for an AS-IS car and trust me, they will preach this over and over and over to you after the sale. Again, with the treatment after the sale, I did not expect any closure to this issue.  I learned a lesson and hopefully raised the awareness to others. If you buy a used car from Morrie’s, I strongly suggest you question everything and do not trust their “exhaustive” inspections.

Initial Business Response /* (1000, 8, 2015/09/03) */
My staff and I have worked very hard to accommodate the [redacted]'s concerns over a period of three weeks. We have spent countless hours trying to find the a vehicle that meet all of their criteria. The fundamental problem is that the...

[redacted]'s want to move up from a compact sport utility vehicle to a full-size sport utility vehicle with a third row seat and stay at the same payment they currently have. The only way to do this is to look at older vehicles with higher mileage. When you look at these vehicles they tend to have some issues associated with them, it is the nature of the beast. The [redacted]'s bought a car with 98,000 miles on it and it was sold as-is. They alerted us to the problem and we tried to switch them into another car. I am willing to give them full trade on their Journey on anything in the Morrie's inventory through September 14th. If that does not work I am willing to give them back their RAV4, unwind the deal and they can do as they please.
Regards,
Aaron [redacted]
Initial Consumer Rebuttal /* (3000, 10, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not agree with this solution this all started with the previous car we purchased from them (that was not sold as is and needed repairs that after we purchased it they never repaired). That car came with a GPS and back up cam that system failed within a couple weeks and we had to fight with them for weeks after to get them to repair it. After that it failed again a couple weeks later we had it repaired on our own and then it failed again about a month after that we had it repaired one more time and then when it went out again just ignored the problem since it was to expensive. The car we had purchased was a lemon I reviewed what we had spent on it and the total was half the cars worth after just two years. I took this issue to Morries and explained my situation which also included them charging me for several diagonistics several of which were wrong and caused additional damage to the car. I asked for a refund of the costs of the diagonistics and they offered me an increase in value for my trade in. But they gave me a time line. Me and my wife talked it over since we did not want to keep investing in a car that had nothing but issues any further and picked out several cars to look at. They were not able to get them in aside from one that the salesman said we didnt even want to see so we kept looking. As far as what they offered to show us it was not at all what we asked for we gave very specific guidelines price wise and they proceeded to show us a total of 4 cars (it took them hours to find 4 cars that did not fit in with what we were looking for) all of these cars were an average of 25% to 50% more then what we listed as our max price. We declined those cars and looked on our own we spent hours looking and found a few cars that fell in to what we were looking for and we tested those cars to find the one we wanted. When we finally did find it they delayed the process we were told repeatedly that it would only be a few minutes and it took hours many other people who came in after us left before us. We felt like we were being pushed off to the side and wasted a whole day because while we waited for our paperwork we asked to see one more car and they took the one we were going to purchase away at that time even though we had made it very clear that we had to do that on that day or it would not get done. They then told us they were not doing more apps that day so we informed them we were done at that point. They pushed and delayed the process till we left my wife will not step foot in a Morries again after being treated like that and I will not either. We were sold a lemon 2 years ago and we tried to find a solution that would make everybody happy even though we were out thousands in repair bills. They in turn sold us a car with simliar issues and in fact when we asked about some of them the salesman told us they worked fine and that was not an issue. We found out how wrong he was on the way home and they for the most part have done everything they can to make the situation so difficcult for us that we dont go back.

Have the attached Repair Order stating the oil pan maybe need of replacement in the near future. (6/12/16)  Customer came in on 11/1/16 for next scheduled oil change and our technician noted the larger oil plug and that the pan should be replaced.   Technician states that he does...

not believe the larger plug caused the need of replacement, rather the fact of the age of the vehicle and the miles.  Chrysler has had a known issue with oil pans on the Pacifica's.

I am rejecting this response because:
I am not contesting that the oversized oil plug caused the stripping. That was the solution that they came up with to solve the problem after they stripped it out in the first place. I was told that the original plug stripped the pan. I was told that the plug is made of a material that is harder than the material that the pan is made from.When using power tools to remove/install these plugs it can get cross threaded easily and can strip out the pan.  If they are suggesting that I should have known that these vehicles have this problem and I should be responsible for damage done during routine maintenance. I will contend that they should also be aware of these issues and take precautions to protect themselves and their customers from this happening in the future.I have done many oil changes on my own vehicles I have never stripped out a plug/pan. I know to hand tighten the plug as to not strip the threads. I would hope that they know this as well.I am stating that Morrie's Service department are the ones who damaged the oil pan on my car on 6/2/2016. I am stating they told me that they were sorry and they would be replacing it for me.

I appreciate the customers concern.  As of 1:25 pm on 3/17/17, the only payment made by the customer has been for the diagnostic.  What our representative said to the customer is the issue which happened could have happened at anytime with no warning.  The current concern has...

absolutely nothing to do with a CO2 sensor and or spark plugs.  It is catastrophic engine failure which happens without warning.  Our last communication with the customer was the update was when Mr. [redacted] called back.  We explained what happened to him and he said he would call us back.  As of this time he contacted the Revdex.com and has not called the dealership back.  Our understanding was he wanted to come up with resolution which we want to help with.  As mentioned, the invoice which is due for other services is still unpaid at this time.

I am rejecting this response because: I paid more than the diagnostic, I also paid for the spark plugs and the CO2 sensor which resulted in a +/- $1100 charge and was told that my car was fixed, I have the invoice, with my receipt, paid in full, which documents this. The concern I have is the fact that I do not believe that a catastrophic engine failure happened within the short time my wife had the car (2days) after the it left the shop. I believe that the catastrophic problem with the engine was what was originally wrong with it and the diagnostic did not catch it. It had the same problem, smoking tailpipe and check engine light, after the service as before the service.  Since I wrote the first email, I talked with the Morries394Hyundai service manager about the complaint and he said that there was no way for the diagnostic to catch the problem. We discussed the concern further and he said that he would call Hyundai Customer Service and see if there is something that they would do. He then told me to call the Hyundai customer service center, he gave me the phone number. I called and explained the situation to the Hyundai customer service representative and she said that since the Morries394Hyundai service manager called, I could not file a complaint because one was already file on my behalf by the Morries394Hyundai service manager. I asked her how is this possible because the organization(Morries394Hyundai) that I made the complaint against was advocating for me in a dispute? She said that there was nothing I could do because the case had been closed. And I said that I did not even get to file a complaint with my side of the situation? She gave me a case number and told me to call the Revdex.com.

Contacted customer and let him know that we are issuing a check for $232.oo to the SOS of Michigan.  The check will be sent overnight. (1/9/17) Customer was happy with that resolution.