Morrie's 394 Hyundai

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 [redacted] or Adara [redacted] when you arrive.  We will attempt to reach you by phone as well. Sincerely, Matt [redacted]

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.

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.

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.

Initial Business Response /* (1000, 6, 2015/12/22) */
[redacted] bought a 2006 GMC Envoy with 174489 miles on it on December 14th. The car was sold 100% as-is and [redacted] agreed to the terms of the sale. After a short period of time the Envoy had engine problems and called us...

for help. We told him the car was sold 100% as-is, however if he could transport the car to us we would try to help him. He did transport the car to us and we gave him all of his money towards a 2004 Lincoln Aviator. That was the deal we agreed to and all parties felt it was a fair resolution. There was never any discussion of us paying the tow bill. At this point [redacted] 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 correct. We originally requested a full refund for the return of the 2006 GMC. We were told by the salesman that they do not have to do any thing to help us as the car was sold as is. We had no other choice but to accept another vehicle or we would get nothing at all for the $7000.00 purchase. They also are not telling the truth again about the towing. I gave them the towing bill when we got back with the car and asked for the towing to be reimbursed. In 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 3 text messages to our salesman named Steve. I do not feel I should be responsible for the towing of a $7000.00 vehicle that lasted less than 500 miles and 12 hours.
Complaint Response Date bumped because: Holiday

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 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.

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 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.