MotorWorld Automotive Group, Inc.

Our job here at the dealership is to fix your vehicle and you have your vehicle back fixed. There may have been different reasons as to why your vehicle came back multiple times, however your vehicle is fixed and returned to you. Each time your vehicle was at our dealership, you were given a vehicle to drive

I have tried to contact *** *** times on December 28th at 11:54am, December 30th at 4:06pm, and December 31st at 1:13pm to see if he was willing to bring the vehicle in for the Customer Relations Manager to look at the vehicle and inspect the scratches and the chip. I would like to extend
that offer to see what these scratches and chip look like. Please have him contact me directly at ###-###-####. The vehicle was a dealer trade vehicle.
Shelley P***
Customer Relations Manager

What we are offering is to put you in a rental and fix the color on your vehicle. That is what you wanted and that is what we are willing to do

It should not have
come down to me getting a third party involved to solve this matterI am high disappointed with the way things were handled and will not be a returning customer or recommend it.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

According to the paperwork, customer traded the vehicle on 3/12/for a *** ***. If the customer was unhappy with the price and vehicle at that time, the customer should have let someone at the dealership know before signing all paperwork. It is now a year later, there is
nothing the dealership can do except try to trade the customer out of their vehicle and into a different vehicle, however we can not guarantee that the payment will not go up, do to how much money was financed on their last vehicle

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:I am doing what I was told to do by the service manager I have brought the truck in at least times for these issues I will not have you guys make me drive it up to you one more time I never asked for an appointmentI asked for a phone call(which I still did not receive)The damage to the bumper is clear and obviously from service I expect a phone call and will not bring the truck in until the picture is answered for and a decision is made It is a part broken by you and tried to be covered upIt needs to be replaced and I will not bring the truck in until the part is ordered and if your dealership could not fix the noise in the first times why would they be able to now I will be expecting a call.
Regards,
*** ***

*** *** purchased this vehicle in 2014, he did not call the dealership to discuss any of this until 2017. He spoke with the Customer Relations Manager, who looked in his record, because if we owed the customer anything at the time of delivery we would give him a we owe. In his record
there is a we owe and it is for, $2,437.12, which was last payments for his last lease. I confirmed this with the customer on the phone and he did receive this check. If we owed him a key, it would have been on this paper alsoWe are not responsible for this years later, with no documentation

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
No, your job at the dealership is to sell SAFE, RELIABLE vehicles to peopleAnd not give then the run around for their own vehicleYour job is to keep in contact with the person you sold a malfunctioning vehicle to or give them a reasonable tradeI asked numerous times for the person in charge of customer relations and left numerous messages with no responseAlso, to be clear, when giving someone a loaner vehicle it should be comparable to the vehicle you sold to themYou gave me a compact vehicle numerous times even when I requested a bigger vehicle as I have a family and couldn't even fit my children in itThe vehicle may be repaired for now, but who knows how long that will lastI've owned the vehicle for a month and you had it in your shop longer than I had it in my possessionThe only reason why this vehicle is repaired now is because the actual dealership fixed YOUR mistake that could have cost me my lifeYour mechanics messed my vehicle up twiceWord of advice- don't give people their vehicles back until you actually fix themAnd stop making excuses for the way you run your businessTake responsibility for your mistakes.
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
After informing this individual about my concern she assured Me that they would look into the situation and get back to me Within a reasonable timeSo for them the say I spoke to someone There and if I have any other issues regarding this Matter to contact Them, is upsetting and I need this issue to be resolved the right way. Thank you
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:I did not receive a second key and that's the bottom line Just because you say you don't have a record of it doesn't mean I received a second key, especially since the manager and salesman are no longer with you to verify my statement I have better things to do with my time than to lie and say I didn't receive a second key The principle is why I decided to file a complaint As I've stated before, this is not the first time Motorworld Group has been misleading with their informationThere is no law saying I have until a certain date to claim the second key so the fact that it was over two years later is irrelevant I did not receive a second key
Regards,
*** ***

Mrs*** came into our dealership on Feb 15, stating that the center console volt outlet does not work. We found that the number fuse to be blown. We replaced that fuse and the front center console accessory power socket works fine. At that visit, we did not charge
Mrs*** anything to replace the fuse. She came back in on Oct 6, because the aux outlet does not operate. We found fuse blown again. We replaced it again. The customer needs to be careful as to what she puts in these outlets because we are not having any issues in anything other ***, but have found that anything aftermarket may cause the fuses to blow. Once again on this visit the customer was not charged to have the fuse replaced. We did inform the customer that if this happens again that she would have to bring the devises that she is plugging into the outlets so we can determine if that is causing the outlet to blow
Shelley P***
Customer Relations Manager

The way we track a customer who has not received something from our dealership, that customer would receive a we owe.  This customer did receive a we owe.  That was for the payments we were giving him, which he already acknowledged that he received from us.  When we make a mistake we own up to it.  We have policies here to make sure everything is done correctly.  A customer can come back 3 years later with a WE OWE if he needs his key, but not just saying he never received the key.  He need something in writing, it's the law.

MotorWorld does not inspect the vehicles, this inspection is done by an outside facility that [redacted] Financial sends to the dealership.  The fees are not from MotorWorld, they are from your leasing company.  The $300 fee is a disposition fee because you turned your lease in.  If there...

was anything they found on the vehicle, besides normal wear and tear, that would be between you and the leasing company.  This does not come from MotorWorld.  Please contact your leasing company to make any settlement offers.
 
Shelley P[redacted]

We apologized for the miscommunication for the key.  We delivered the key to the customers house yesterday along with a gift certificate for her first oil change. If she has any questions, please have her call our Customer Relations Manager, Shelley P[redacted] at [redacted].

From: Shelley P[redacted]<[redacted]@motorworldgroup.com>Date: Thu, Aug 27, 2015 at 11:28 AMSubject: Case [redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>[redacted], This customer is requesting that he receive a referral check for his friend buying a vehicle from us.  We...

sent him a check of $150.00 on August 18, 2015.  If the customer has any questions, he can contact me directly at [redacted].  Shelley P[redacted]Customer Relations ManagerMotorWorld Automotive Group, Inc.Direct External: ###-###-####[redacted]@motorworldgroup.com

This customer's 2001 [redacted] with 180,758 miles was towed in on August 30, 2016.  The customer stated that the vehicle will not start.  The customer thought the was due to the key being broken.  Vehicle was diagnosed as having a faulty ignition switch, repairs were authorized and...

performed, vehicle started and ran poorly with multiple warning lights on the display.  Customer requested diagnosis and checkout of the vehicle, customer was advised vehicle needed a mass airflow sensor and shifter bushings due to poor running condition and check engine light indicating improper transmission range reading.  Customer was also advised about numerous, significant other repairs that were needed and declined any additional repairs and the vehicle was not running, however the customer towed the vehicle out. The customer towed the vehicle back in on January 9, 2017 and requested that we program an engine control computer that was installed somewhere else.  We did so and advised the customer the still exhibited the same conditions as before.  The customer declined any additional diagnosis and towed the vehicle out again.The dealership did nothing wrong.  We looked at the dealership and told the customer exactly what she needs to get her vehicle in working condition.  If she does not want to spend the money to get that done, that is ok, but our certified technicians did what they were trained to do.Shelley P[redacted]Customer Relations Manager

We apologize that [redacted] feels unsafe in the vehicle.  Our Service Manager contacted her on Friday and had the vehicle sent over to the Ford dealership to get repaired.  We tried to get the light to come on for 4 days, however we were not able to make that happen.  The light came back on for [redacted].  We put her in a loaner vehicle.  Once the vehicle is repaired, we will verify and then delivery it back to her.  If she has any concerns, she can contact Mike B[redacted] the Service Manager or Shelley P[redacted], the Customer Relations Manager.

[redacted] called our dealership and spoke with our Customer Relations Manager and informed her of the situation.  At that time, she took all the information down and informed him that she would look into the situation.  She apologized for how he felt and address the situation with the...

staff at the dealership.. This will not happen again.  If he has any questions, he can contact her directly at [redacted].Shelley P[redacted]Customer Relations Manager

This customer came in on January 15, 2018 to speak with our Director of Variable Operations, Chris L[redacted].  At that time, we offered the customer to bring the vehicle back at our cost and we would get him the vehicle he wanted.  The customer thought about it and decided that he wanted to...

keep the vehicle he currently had.  We informed him that we would help him down the road when he was ready to trade out of the vehicle.  We offered him $305.00 for the 2 years of ** radio, check number [redacted] dated January 10, 2018 and was cashed January 23, 2018 and 300.00 for data usage check number [redacted] dated January 17, 2018 and was cashed January 23, 2018, because the customer was afraid they would go over it.  The customer was happy with that decision and left the office.  If the customer wanted another decision, they should have made it at that time.

This customer brought their vehicle in on May 16, 2015 with 53,660 miles for an oil change, tire rotation and the passenger side tire was leaking air.  We found that the TPMS sensor was leaking internally and would have to be replaced.  The warranty that the customer took out was tire and...

wheel warranty.  That warranty covers the tire and the wheel, not the sensor for internal failures.  The customer declined the work to be done and was upset that the warranty did not cover it.  We explained the warranty and informed him that he can cancel this warranty at any time if he would like, however it would be prorated.  The customer came back to the dealership on June 30, 2015 with 54,904 miles stating there is a shake in the steering wheel at 40mph.  We looked over the vehicle and went on a test drive and found that the rotors are starting to grove.  To stop the shaking in the wheel we recommend the rotors be replaced.  This is not a warranty item, but a wear item and is the customer's responsibility.  The customer put 1,243 miles on the vehicle from the 1st vehicle to the 2nd vehicle.  This was not something the dealership did and will not be taking responsibility.  If the customer is not happy with the warranty he bought or he does not fully understand the warranty he bought and would like to cancel it, he may do that.  He can contact the Finance department at the dealership to start to process or contact the Customer Relations Manager, Shelley P[redacted] at ###-###-####.  If the customer has any other questions, he can contact Shelley P[redacted] directly. Shelley P[redacted]Customer Relations Manager