ComplaintsforDaniel Motor Company, Inc.

• Initial Complaint

  02/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The car is making a very bad tapping sound. I took it to mechanic shop they telling me that I need to get the motor replaced and Daniel is telling me that I need to pay for it to get fixed and they do ***** with me which is not fair I never miss a payment and I call them they away want you to make a appointment and leave your car I pay to much a month for a car thats not running right I even ask can I bring the car a pay whatever to get something is that Im going to be satisfied with for my ****** a month

  

  Business response

  02/27/2024

  The customer purchased their vehicle April 2023 with a 12 month 50/50 powertrain warranty.  If the customer is having any warranty related issues, then those repairs are covered 50/50 which means we pay 50% and they pay 50% of the warranty repairs.  This warranty was explained in great detail at the time of purchase and multiple documents were signed that explain this warranty. If the customer ends up with an issue that cannot be repaired, we would be more than happy to swap the customer into another vehicle.

• Initial Complaint

  12/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I bought a car from this company in October 2022, I didnt miss any payments but going into May 2023 my car broke down , so the very next day I called them n told them what was going on they told me to send my Address to their tow man so he can pick it up he picked it up and thats the last time I seen that vehicle but i kept calling for a few ************ didnt tell me nun but fast forward I called n they finally told me some but weeks later they said it was my Monroe between that time they said it was three things wrong with the car but they finally said it needed a motor the vehicle was a Kia ******* **** n they was trying to charge me **** to get it fixed so I just gave them they keys back because around that time I was supposed to have eye surgery now they are trying to *** me for **** n they have garnished my wages I have a pending case but they are still taking it

  

  Business response

  12/21/2023

  Customer purchased the vehicle ******* with a 12 month 50/50 warranty.  They called 5-5-23 to inform us the vehicle was running hot.  We gave them the tow services number but they did not have the  vehicle towed and continued driving the vehicle.  They called back again on 5-12-23 to say the vehicle had finally quit running.  We got the car and diagnosed that it needed an engine due to being driven while running hot so many times.  Technically this voids our 50/50 warranty but we agreed to cover it under the 50/50 warranty anyway.  During this time frame we provided the customer with a free loaner vehicle, we continued to try to get approval for the engine repairs but the customer would not approve them but continued driving our loaner vehicle.  We finally had to repossess the loaner vehicle on 6-13-23 due to not making car payments and not approving engine repairs.  The customer informed us on 6-15-23 that they would return the keys to the loaner we had to repossess and they would get their stuff out of their vehicle.  The customer defaulted on their contract so we sold the vehicle at auction on 7-27-23 after sending all necessary, state required letters.  We then sent the account to our collections attorney.

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The vehicle broke down before 90 days, they have now had my vehicle for 2 months Im still paying the car note and insurance, everytime I call they wont give me a date of completion for the engine replacement. I went up there today and they dont even know where my vehicle is! I asked if I can do a voluntary surrender and they said no, it would go on my credit. Then they completely ignored me and stayed on their phone while I was trying to still ask questions. The mechanics said that the ladies in the office are unprofessional and blame it on the mechanics and the ****** are the ones actually trying to help the customers.

  

  Business response

  07/10/2023

  Unfortunately, the vehicle did have some issues that required the engine being replaced.  We replaced the engine with a used engine that comes with a 12 month warranty, unfortunately the motor they sent us was bad as well.  We had to go through the warranty process to get a replacement engine sent.  The vehicle is currently at ***** Auto Repair which is across the street from us.  That shop informed us on 7-7-23 he felt he would have it ready on 7-10-23, it realistically may take a day or two longer than that to get it completely ready to go.  I believe there was a breakdown in some of the communication during some of these steps.  Her account manager is actually no longer with our company and was replaced on 7-5-23, communication issues were one of the reasons for this.  

  I believe we did explain the situation correctly at the time we first found out it needed a motor in May.  A price was given and was approved by the customer.  I believe we did a poor job of explaining what happened when the first engine we received turned out to be bad and the extra time it would take to get another replacement.  By the time the customer came to our office ****** she was upset and it was difficult for us to communicate some of this new information.  But we did attempt to inform her of what shop had her vehicle and the estimate he had given on completing these repairs.

  If for some reason this next engine we are installing turns out to be bad as well, we will gladly swap this customer into another similar priced vehicle at no charge to the customer.  We are not deliberately trying to with hold information, unfortunately her account manager was new and inexperienced in May and has now been replaced again which has caused some communication issues.

  Customer response

  07/14/2023

   
  Complaint: 20288796
  
  I am rejecting this response because: The company has failed to communicate with me about my vehicle, I have never paid late and am being treated poorly, for example being ignored while I was in office, the woman I spoke with was in her phone while I was actively trying to find out what was going on, I asked if I could do a voluntary surrender of the vehicle and lose what I put in and I was told it will still go on my credit as a repossession. The vehicle has been there 6 (every two weeks)  car notes now, I have continued to pay and now they refuse to answer calls from my telephone #, I am trying to pay so I dont get penalized however I have called 4 times today and have received no answer and there is no way to leave a message. I want a new vehicle, I do not want the ***** back, I have already lost over $3000 including the $2000 that I gave for down payment. This is unacceptable and predatory. I also can provide video evidence of being ignored as well as the mechanic shop blaming it on the front office and the front office blaming it on the mechanics. 
  
  Sincerely,
  
  *********************************

  

  Business response

  07/17/2023

  We have agreed to swap this customer.  We are not ignoring any phone calls, on busy days our phone rings nonstop and we unfortunately miss a lot of calls.  The customer can email our account managers at ************************ or *************************.  The 2nd motor we installed also had issues so the staff was informed last week that we need to swap his customer into another vehicle with no down payment required.

• Initial Complaint

  03/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I got my car from Daniel Motorat the end of October and around the middle to ending of February the transmission messed up. They charged me 330 dollars for this in which I have the letter stating that if I didn't have the car no longer than 6 months and under 12 payments I wouldn't have to pay for anything. They still charged me even after I showed them the receipt of when I first purchased my car.

  

  Business response

  04/04/2022

  Business Response /* (1000, 5, 2022/03/09) */ Every vehicle we finance comes with a 24 month unlimited mileage 50/50 powertrain warranty. Anytime the customer has repair issues that are covered under warranty, they pay 50% and we pay 50%. This is exactly what we did in this scenario. We do not have any form that states we give free repairs for the first 6 months or 12 payments nor have we ever had a form that said that. This same customer has also accused us on a Google review that we raise peoples car payments in the middle of their contract which also has never happened. Consumer Response /* (3000, 8, 2022/03/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I personally had to go to the sales lady and show her my receipts of when I first got the car and she saw the payment herself that it was WRONG SHE LIED SAYING SOMETHING WITH THE SYSTEM WAS WRONG if we didn't have the receipts from the very first payment then we wouldn't have gotten it fixed. They personally give customers none working cars and after they fixed my car it still has an issue looks like it's the same THE TRANSMISSION it's doing the exact same thing and now my car needs a front wheel alignment. They brought me my car back needing A WHOLE FRONT WHEEL ALIGMENT Business Response /* (4000, 10, 2022/03/10) */ I would love to know who exactly I am speaking with because we called our customer who goes by the name on this complaint and they had no idea a complaint was filed and let us know they did not have any issues with us. If the customer who goes by the name on the complaint has any issues with our company, please have them contact us and they know we will take care of whatever issue they are having. The rest of this again, just like with the Google review is simply false and there is nothing else I can say about it. Consumer Response /* (4200, 13, 2022/03/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) You all called me previously to have the review removed and all. I am very aware of this matter yes this is ********* ****** who purchased the car from you. Please stop telling false narratives Business Response /* (4000, 15, 2022/03/15) */ We did call our customer by the name on the complaint simply to inform them that someone had left a Google Review about their vehicle but under a different name and stated that they were this customers' fiance. We reached out to make sure our customer was not unhappy with us because we had not heard anything negative from our customer. Our customer informed us they were unaware of this review being left. If my customer can provide me with the form that this complaint is based on that states we provide free repairs for 6 months and up to 12 payments. I will reimburse my customer for the full amount of repairs plus $500 for their troubles. This form does not exist however because once again, this complaint is not based on fact.

*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. ↩