Complaints

This profile includes complaints for Mauro Motors, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Mauro Motors, Inc.

  610 Washington Ave North Haven, CT 06473-1121

• 

  Mauro Motors, Inc.

  18 Corporate Dr North Haven, CT 06473-3254

• 

  Mauro Motors, Inc.

  620 Washington Ave North Haven, CT 06473-1121

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Took my car in for a diagnostic at ******** of ***** ***** and they charged me $230 dollars which i gladly paid. There was a noise coming from my car engine on start up which lasted for 3 seconds and went away and it was a loud noise like clanking on metal sounded like a tractor initially but went away as the oil pressure built up in the engine.
  
  So they quoted me almost $3K for the repair and said the noise was coming from timing tensioners. They replaced the parts and then I went to get my car back and the noise was still there the same exact noise. So I said what is this, i paid $3K almost and the noise is still there, they insisted that they replaced the correct part and I said no, the same exact noise is there and recorded videos sharing to the service advisor and then later the shop foreman and the service manager. They later on agreed with me and said the noise is coming from one of the camshaft adjusters and the service advisor called me to say it would cost a total of $12,500 to get it repaired. Which I would have said no to and walked away if they told me that from the beginning when I paid these authorized technicians and professionals a diagnostic fee to tell me what is wrong with the car. So they just think throwing parts at a car is okay until the noise is gone ? I am supposed to be okay with paying $3K initially and then go ahead and pay $12,500 dollars to get rid of this clanking noise ? How is that acceptable, the car is only worth $8K why would i pay that much money to get it fixed ? They improperly diagnosed my car and suggested a repair for the wrong part and now I am expected to just be okay with this ? NO absolutely not, I requested a refund and they did not accept it. I took my car back today, left a negative review on ****** and plan on filing a lawsuit against them so that I can get my money back. The timing tensioners were perfectly okay, and after they replaced it, there was NO difference at all. I would like my money back from them.

  Business Response

  Date: 04/15/2025

   

  Response to BBB Complaint ******** - ************* of ***** *****
  
  We appreciate the opportunity to address the concerns raised by *****
  ****** regarding his dissatisfaction with his vehicle repair and sincerely
  apologize for any inconvenience this may have caused him.  At ************* of ***** *****, customer
  satisfaction is a top priority, and we take every complaint seriously.

  
  After speaking with Mr. ******, we have reached a resolution that we
  believe satisfactorily addresses his concerns.

  
  We value our relationship with both our cust***** and the BBB and remain
  committed to maintaining the highest standards of service and integrity. Please
  let us know if you require any additional information regarding this matter.
  Thank you for your time and assistance.
  
  
  Best regards,
  
  Nicole S*****
  Parts & Service Director
  ************* of ***** *****
  ************************************

• Initial Complaint

  Date:12/26/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Saturday 12/21/24 went to the *** dealership in ***** ****n. I was on the fence about a vehicle but 2different colors and payments. Anyway once the sales guy helped me he told me to come back around 2:45pm that same day. He wanted to detail the car to have it ready but did not want me to wait around for it, plus wanted the bank to give the finally payment but as of now it would be 630. So came back 2 hours later the same guy greeted us and told that the technology girl will be over to walk me through the features in the car. After we finished she brought us to the financial office to sign all the paperwork with crystal. Who was a bully and kept trying to get me to spend more money that i did not want too. I kept telling her no i do not want any add ons and will pay out of pocket money it will cost for repairs. She made it seem like i could not afford anything (maybe because I am an ******* ******** and she is ***** and kept mentioning that she lives in ****** and I live on the *********.) Anyway she kept asking me why did i not want to pay the extra $15/month. I kept telling her I did not want to pay anything extra. I proceeded to ask what my payment was because the sales guy said right now It will be 630 a month but once they talk with the bank the numbers could go down since I am a longtime customer of the bank. Finally she said your payment is what said 630. I WAS STILL SO HAPPY ABOUT GETTING MY DREAM VEHICLE. Crystal then said oh since you had a *** years ago the package will only be an extra 2/month After she bullied me for over 30 mins I finally just gave in to said okay 2$ more so what is my final total she said 632/month. Never once did she tell me that my payment that the bank agreed on 574.64/month so she managed to swindle me out of an extra 86/month. I called on Monday 12/23 to speak with manager chad E******* who said oh i am just the manager i do not handle finances but i will talk with her. Never got an apology or got the price corrected.

  Business Response

  Date: 12/27/2024

  Hello *****,

  I am confirming receipt of this complaint. I am working on doing some fact finding internally and will revert back with some suggestions.

  I want you to know our goal is never to force any of our clients to purchase value-added products or services that they don't want.

  I also take every customer complaint seriously. Please allow me to reply by the first week of January.

  If you prefer, I can meet with you at the dealership in person to resolve this issue.

  Thank you for your patience and understanding.

  Chandran V************

  General Manager

  Customer Answer

  Date: 01/03/2025

  Hi,

   

  I never received the contact information from the GM that responded 

• Initial Complaint

  Date:04/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a pre-existing issue with our ******** with the our ******, which was under recall. The dealership replaced both the fuel pump and fuel pump modulator due to water entering the vehicle, causing these parts to malfunction and the car to not start or stall while driving. The dealership had the car for seven weeks as of April 26th, 2024, to fix the issue. During that time, we were informed that the car was fixed and ready for pick-up. However, when we inspected the vehicle, we found that the job was not completed as there was still water in the tire hold. Having water in the tire hold causes the car to malfunction. If we had not checked the dealer's workmanship, we would have paid for a job that was not completed, and the dealer would have given us a car with a major safety issue. The dealer had called us twice and indicate the car was ready and stated the work was completed to ******** standards.

  Business Response

  Date: 05/13/2024

  Vehicle has been repaired and returned to the customer. Case closed.

• Initial Complaint

  Date:02/09/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tricked into buying a vehicle with add ons and without using the credit union I wanted them to use. The interest rate way too high and value of vehicle only 26k but they expect 44k. I am a disabled veteran female senior citizen and do not want or need nor can I afford 44k. I am on social security and veteran disability. I was swindled. Also had COVID and ended up in the hospital and was unable to address thus issue until now. 1st payment due Sat Feb 10th and the dealership has been giving me no help at all. Planning on going there tomorrow in person to see if they will let me speak with sales manager Dan W***** at ******** **** ** ***** ****** *** This is highway robbery. The rich stealing from the poor.

  Business Response

  Date: 02/19/2024

  Customer came to view and purchase the preowned 2019 ***** and even had a friend with her during signing. Here at ******** ****, we do not pressure our customers to purchase and/or strong arm them to commit. We find out which vehicle the customer is interested in and educate them on the vehicle and give financing options that best fits their budget. We do not mandate financing terms or banks to use. We do have several relationships with nationwide, regional, and local banks due to our volume and often times can provide better interest rates and/or match their current banks rates/terms. Purchase price of the vehicle was $31995 plus tax, fees, and customer opted protections. Like I mentioned, the customer came into the signing room with a friend and was no way pressured to purchase anything they didn't request. We very much appreciate Ms. ******** service in the military and wish her several years of happiness with the vehicle. -******** **** Management Team

• Initial Complaint

  Date:12/06/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought my car to *** of ***** ***** because I received a letter from *** that there was an extended warranty issued for an emissions issue. My check engine light was on and I was getting an emissions code. They did a full diagnostic and determined it was not the warranties part but a purge valve called ******* vent nozzle. They also gave me a list of other issues for $8k. I brought the car to my mechanic who ordered the parts from *** of ***** ***** that were on my estimate. Four days later the check engine light came back on. I brought the car back to *** and asked that they only check for the warrantied part and that I did not need the full diagnostic because I just had one. She INSISTED that I have another full diagnostic and that it was my fault for not using their service department even if the actual parts came from them. It took them two days to figure out that it’s the canister that is faulty. I asked why they didn’t catch that the first time and was told they go down the line if suspected issues and if it doesn’t resolve the problem they move to the next possibility. They then charged me another $223 and couldn’t confirm this is definitely the problem. I do not believe they ever even checked the warrantied part that I initially brought the car in for and they are so concerned with selling me $8k worth of work that they lied about the original diagnosis. I do not believe I should be held responsible for a second diagnostic charge when they were wrong the first time. I would like a refund of said charge.

  Business Response

  Date: 12/12/2023

  Hello,

  I am sorry for the experience. We will refund your second diagnostic fee of $223.00

  Best wishes,

  Chandran V************

  General Manager

  Customer Answer

  Date: 12/13/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:11/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Deposits totalling 4k placed on a new vehicle purchase on 11/17, I was working with Vincent at the dealership, have been in contact with him . Due to negative reviews and other issues including another dealer holding a deposit, I am unable to proceed with transaction. On 11/21, I messaged Vincent I can not proceed and requested refund of 4k deposit, he said he would process it next day on 11/22...I requested confirmation of refund, nothing received, it appears refund not processed.

  Business Response

  Date: 11/27/2023

  Hello,

  I have exchanged several messages with ****** over the last couple of days. ****** "lost" his credit card and cancelled it. He never told us this situation happened. He kept asking if the money was refunded. I was unable to access the credit card refund system because our office was closed for the holidays. I informed ***** of the same.  Today (Monday) When I told him the system is rejecting the refund, he informed me the credit card no longer exists.  That is the reason why we were unable to process a refund. We cannot refund to a credit card that no longer exists.

  I am mailing a check to ******** home address in *** ******* ** for $4K for the purpose of a refund and asked ****** to stop the hostility on email. We did nothing wrong and don't need the "negativity" from an individual who was not transparent with us.

  I hope to put this matter behind us and don't wat to have ****** as a client. The negative reviews he speaks of don't speak to his own shortcomings.

  Chandran V************

  General Manager

  Customer Answer

  Date: 11/27/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The GM  emailed me today requesting card number , which appears they lost, otherwise they would not have requested it. The card I used for deposit was reported lost since placing deposits totalling 4k, which has nothing to do with their inability to refund because they lost card info.  I attempted to provide new card info,  their GM declined to refund new card number. Previously,  this dealership lied about *** ********* ********  approval at another dealership,  their sales manager claimed the dealership has no such approval and not to further contact them, which appears to be an attempt to sway me over to their dealership.. . This may appear irrelevant, however,  it goes towards credibility . 

  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 11/28/2023

  The reason I asked for the card number is because when we tried to do the refund several days ago on the card you used, it was rejected electronically because the card was no longer active.

  Due to the Holiday (Thanksgiving) our office was closed for a few days. I contacted you on Saturday as soon as I picked up your voicemail from the day before. I was off on Friday. We do take time off to be with our families.

  Your phone does not accept incoming calls, your card was "lost" by you, you give me a random new card number to credit the $4K. We can't refund a card we never ran in our system.  There's a trend here that we are observing as a legitimate business.

  This matter has been a bad experience for us when we did not do anything wrong. I have emailed you all of the above.

  We have mailed out a check to you for $4K. It should arrive by ****. Please refrain from contacting us again after you receive your check.

  This matter is closed as far as we are concerned.

   

• Initial Complaint

  Date:09/28/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ******** Tire and Wheel Protection product along with my *** 2019 *** ***** from *** of ***** ***** back in May 2023. The protection cost me $3,495 and provides 7 years of service. When making the purchase, the sales manager promised me that the product could be canceled anytime. In July, I requested a cancellation for a refund but it was a very difficult communication process. The business only agreed to proceed with the cancellation after I deleted a negative review stating my experience with the purchase on ******. Later, they told me the refund check would be sent out in August, but I never received it. I have lost my trust in them and demand my refund back ASAP.

  Business Response

  Date: 09/28/2023

  Hello,

  My apologies for the delay in refunding the money. We have to wait to be reimbursed before we can send the refund to you. We sometimes have to wait for 60+ days to get reimbursed.

  A check was cut yesterday for $3331.34 to **** ****.  The check will be mailed to **** * ***** *** *** *** ******** ** *****.

  Again - my apologies for this unfortunate delay.

  Regards,

  Chandran V************

  General Manager

• Initial Complaint

  Date:09/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When purchasing my vehicle on Saturday August 26th, I paid $995 for an “**** *****” protection, which is a ceramic protection applied to the car prior to picking it up. After 1 week of having the car it was evident that this “**** *****” protection was not applied. I called the dealer, *** ** ***** ***** to ask for service records of the **** ***** being applied. I was originally told that there was no record of this being applied. That same day I was called by the Sales manager named Vinny who told me that the coating was in fact applied the morning that I picked up the vehicle. I was suspicious of this because this coating takes hours to apply and I picked up the car at 10am on a Saturday, and the Sales Manager told me it was applied at 8am. The next day I was called by the salesman who told me that the coating was actually not applied. I then asked for my $995 back that I paid for this service. I was told by the sales manager that they cannot refund me. I explained to the sales manager that I paid for a service, that was not done, and wanted the money I paid for it returned. I was told this is not an option. *** ** ***** ***** is charging customers thousands of dollars for this ceramic coating, which is not being applied to cars, and they are not refunding the money for it.

  Business Response

  Date: 09/07/2023

  Hello ******,

  My team at ***** ***** told me you are coming back to the store for the application of the product later this month. Is this accurate? or are you asking for a refund?

  Chandran V************

  General Manager

  Customer Answer

  Date: 09/07/2023

  
  
  Complaint: ********
  
  
  Hello Chandran V************,

  I asked for a refund because I paid for this coating, and it was not done. I was told by Sales Manager Vinny that a refund is not possible and that the only option I have is to bring it back and get it applied. I explained to Vinny that I wanted my refund because I paid $995 for this coating, it was not done, and I would rather use that money to bring it somewhere I trust to get it applied. In the breakdown of the price of the car the "**** *****" was clearly valued at $995, and I want that $995 returned.  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 09/08/2023

  Hello ******,

  Vinny (Sales manager) is correct - we don't refund the **** ***** as a policy we would apply it.

  However, based on what you have indicated to me I will refund the $995. The $995 will be sent to *** ********* ******** (the bank that has the lien on your car). They will take it off the principal loan amount as per their guidelines. If you paid cash for the entire car then the refund would be sent to you because there is no lien on the car. The **** ***** was rolled into the loan payment of $467.30 per month

  I am sorry for all the inconvenience. I hope to be able to meet you in the near future. We are hardworking individuals who take pride in how we treat our customers. This incident is not who we are but we will get better and learn from it.

  Regards,

  Chandran V************

  General Manager

   

   

  Customer Answer

  Date: 09/11/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:08/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mauro motors, "*** ** ***** *****" damaged my vehicle while it was in for repairs. They have also denied repairs that are covered under a class action lawsuit against *** claiming that *** has directly denied the repairs but can not give me a reason why.
  
  Ashley R*****, service manager, has acknowledged the damage and after some back and forth I very reluctantly dropped the car back off for repairs. The repairs made are incredibly substandard and some areas made worse by overspray and poor workmanship.

  Business Response

  Date: 08/21/2023

  To Whom this may concern:
  Mr. ********* has reached out to our dealership and *** of
  ***** ******* multiple times for two concerns. One: an oil consumption issue on
  his 2013 7 series. Per a *** class action lawsuit, we are allowed 3 attempts to
  fail the vehicle and provide the client with repairs of valve seals or engine
  replacement. The vehicle was tried 3 times and did not fail or prove that the
  car has an oil consumption issue. *** ** ***** ***** went as far as testing the
  car and driving the car 1000 miles for the client and installing factory catalytic
  converters at no charge. Then *** ** ***** ***** went as far as reaching out to
  the engineering team at *** ** ***** ******* for assistance. The team approved
  a 4th test, outside of the time frame for customer satisfaction. The
  engineer himself came down to test with us. The car still did not fail and
  prove the car has an oil consumption issue. The client feels we are at fault
  and there should be more that we can do. We have spoken to *** ** ***** *******
  and the legal team is now handling this with Mr. *********.
  The second issue, during the time of testing the car for the
  client and driving 1000 miles, installing the catalytic converters at no
  charge, we had a curbed rim.  Mr. *********
  then also pointed out a hairline mark on his front bumper. We agreed to repair
  the wheel and bumper. We did the two repairs at no charge to Mr. *********.  He is not happy with the repairs. Our repairs
  are sound and up to spec.
  We have told Mr. ********* on multiple occasions now that we
  went above and beyond for him and we clearly did everything we said we would. In
  the eyes of *** ** ***** *****, this matter is closed.

  Business Response

  Date: 08/21/2023

  To Whom this may concern:
  Mr. ********* has reached out to our dealership and *** of
  ***** ******* multiple times for two concerns. One: an oil consumption issue on
  his 2013 7 series. Per a *** class action lawsuit, we are allowed 3 attempts to
  fail the vehicle and provide the client with repairs of valve seals or engine
  replacement. The vehicle was tried 3 times and did not fail or prove that the
  car has an oil consumption issue. *** ** ***** ***** went as far as testing the
  car and driving the car 1000 miles for the client and installing factory catalytic
  converters at no charge. Then *** ** ***** ***** went as far as reaching out to
  the engineering team at *** ** ***** ******* for assistance. The team approved
  a 4th test, outside of the time frame for customer satisfaction. The
  engineer himself came down to test with us. The car still did not fail and
  prove the car has an oil consumption issue. The client feels we are at fault
  and there should be more that we can do. We have spoken to *** ** ***** *******
  and the legal team is now handling this with Mr. *********.
  The second issue, during the time of testing the car for the
  client and driving 1000 miles, installing the catalytic converters at no
  charge, we had a curbed rim.  Mr. *********
  then also pointed out a hairline mark on his front bumper. We agreed to repair
  the wheel and bumper. We did the two repairs at no charge to Mr. *********.  He is not happy with the repairs. Our repairs
  are sound and up to spec.
  We have told Mr. ********* on multiple occasions now that we
  went above and beyond for him and we clearly did everything we said we would. In
  the eyes of *** ** ***** *****, this matter is closed.

  Customer Answer

  Date: 08/21/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  Here are 2 of many communications about the vehicle failing the oil consumption test. One on the invoice from ***, and one via E-mail from the service manager. The consumption is well documented and has failed multiple times. Stating any different is a blatant lie. 

  Also an E-mail referring to the poor quality of work performed to repair the vehicle after being damaged. Yes, repair work was performed, at about the quality I could have done with a magic marker and a bottle of white out. 
  
  
  
  Sincerely,
  
  
  
  *** *********

  Customer Answer

  Date: 08/21/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  Here are 2 of many communications about the vehicle failing the oil consumption test. One on the invoice from ***, and one via E-mail from the service manager. The consumption is well documented and has failed multiple times. Stating any different is a blatant lie. 

  Also an E-mail referring to the poor quality of work performed to repair the vehicle after being damaged. Yes, repair work was performed, at about the quality I could have done with a magic marker and a bottle of white out. 
  
  
  
  Sincerely,
  
  
  
  *** *********

  Customer Answer

  Date: 08/21/2023

  I want to be very clear about what has actually taken place and the response from *** ** ***** ***** because for the life of me, I cant figure out where essentially any of what they said came from. 

  1. *** Engineer did come out and see the car himself. They put anti-tampering compound on every component under the car then sent me back out with it, once again confirming the oil consumption. This was not an "Above and beyond" step, this was their attempt to inconspicuously say I was affecting the oil level somehow. It ultimately failed the test, which the engineer confirmed. 

  2. It did in fact fail one test, by .03 milliliters per mile. This was the first test. It failed the next 2 that were allowed under the class action suit. 

  3. They did not drive the car as a courtesy, they drove the car because they believed I was somehow affecting the consumption, the same reason the engineer slathered anti tampering marking all over the engine. Ashley, the service manager did call to ask my permission to drive the car for the consumption test which I was very hesitant to do. I told her that I was not comfortable with someone driving the car and re-explained that the car had just come from the body shop and had brand new wheels on it. I specifically told her that they were brand new and it would be a big problem for me if someone damaged one. She was adamant that they drove the car, and I ultimately agreed as it would be better for it to fail under their watch than mine, ultimately ruling out any sort of tampering. 

  I was very clear about the repairs I expected to be done as the parts that were damaged had just been painted at a body shop. I also offered that they pay their cost of the repairs as some other components needed to be painted and I could have had them all done at the same time. She declined the offer and insisted that if they didn't fix it, it wouldn't be fixed. 

  The result was mismatched paint on a portion of the bumper, that I had just paid extra to have painted correctly. Poor body work visible under said mismatched paint, overspray on new grills, poor masking and other issues. There were also scratches in the fender that had also been painted just prior to going to *** that were ignored completely. The wheel repair was about the same quality. The powdercoat was sanded out then painted, leaving a low spot in the finish of the wheel around the damaged area, and half the wheel had overspray from poor masking. 

  The car should have, and still needs to be brought back to the condition it was in when *** took possession of it. 

  I have pictures of the car before it went to ***, the damage to the car after it was at *** and pictures after the repairs. I have E-mails from Ashley acknowledging the damage. (as well as the consumption). 

  This is backpedaling at its finest and I think she must have forgotten how much we have in writing. 

  I have only ever asked for the car to be brought back to the condition prior to the damage and that the mechanical issues be repaired under the class action suit that addresses them and covers this car which has been confirmed. 

  Customer Answer

  Date: 08/21/2023

  I want to be very clear about what has actually taken place and the response from *** ** ***** ***** because for the life of me, I cant figure out where essentially any of what they said came from. 

  1. *** Engineer did come out and see the car himself. They put anti-tampering compound on every component under the car then sent me back out with it, once again confirming the oil consumption. This was not an "Above and beyond" step, this was their attempt to inconspicuously say I was affecting the oil level somehow. It ultimately failed the test, which the engineer confirmed. 

  2. It did in fact fail one test, by .03 milliliters per mile. This was the first test. It failed the next 2 that were allowed under the class action suit. 

  3. They did not drive the car as a courtesy, they drove the car because they believed I was somehow affecting the consumption, the same reason the engineer slathered anti tampering marking all over the engine. Ashley, the service manager did call to ask my permission to drive the car for the consumption test which I was very hesitant to do. I told her that I was not comfortable with someone driving the car and re-explained that the car had just come from the body shop and had brand new wheels on it. I specifically told her that they were brand new and it would be a big problem for me if someone damaged one. She was adamant that they drove the car, and I ultimately agreed as it would be better for it to fail under their watch than mine, ultimately ruling out any sort of tampering. 

  I was very clear about the repairs I expected to be done as the parts that were damaged had just been painted at a body shop. I also offered that they pay their cost of the repairs as some other components needed to be painted and I could have had them all done at the same time. She declined the offer and insisted that if they didn't fix it, it wouldn't be fixed. 

  The result was mismatched paint on a portion of the bumper, that I had just paid extra to have painted correctly. Poor body work visible under said mismatched paint, overspray on new grills, poor masking and other issues. There were also scratches in the fender that had also been painted just prior to going to *** that were ignored completely. The wheel repair was about the same quality. The powdercoat was sanded out then painted, leaving a low spot in the finish of the wheel around the damaged area, and half the wheel had overspray from poor masking. 

  The car should have, and still needs to be brought back to the condition it was in when *** took possession of it. 

  I have pictures of the car before it went to ***, the damage to the car after it was at *** and pictures after the repairs. I have E-mails from Ashley acknowledging the damage. (as well as the consumption). 

  This is backpedaling at its finest and I think she must have forgotten how much we have in writing. 

  I have only ever asked for the car to be brought back to the condition prior to the damage and that the mechanical issues be repaired under the class action suit that addresses them and covers this car which has been confirmed. 

  Business Response

  Date: 08/23/2023

  We are rejecting this response because,

  A. We have no recourse for the class action, *** ** ***** ******* has declined any assistance for the class action. There will be no assistance in matter from *** ** ***** *****. Our hands are tied in terms of the class action, bound by courts. This matter has been given to *** ** ***** *******'s legal team and should be directed there. On a dealership level we have completed our end of the work scope. But ultimately *** ** ***** ******* makes the final call, not the dealership, we are just the ones that provide the data.  We have explained this to the client on multiple occasions.

  B. The repairs made to the wheel and bumper are just that, repairs. We have explained this to the customer on multiple occasions. Our work is done.

   

  If there is anything else required please let our team know. Thank you.

  Business Response

  Date: 08/23/2023

  We are rejecting this response because,

  A. We have no recourse for the class action, *** ** ***** ******* has declined any assistance for the class action. There will be no assistance in matter from *** ** ***** *****. Our hands are tied in terms of the class action, bound by courts. This matter has been given to *** ** ***** *******'s legal team and should be directed there. On a dealership level we have completed our end of the work scope. But ultimately *** ** ***** ******* makes the final call, not the dealership, we are just the ones that provide the data.  We have explained this to the client on multiple occasions.

  B. The repairs made to the wheel and bumper are just that, repairs. We have explained this to the customer on multiple occasions. Our work is done.

   

  If there is anything else required please let our team know. Thank you.

  Customer Answer

  Date: 08/23/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The class action suit repairs are second to the damage done to the vehicle, which is what this complaint is actually in reference to. However, I am glad to see that it was addressed so the *** can see on record the type of business we are dealing with here. Blatantly lying about the consumption test, in a *** case no less. Quite amusing actually. 

  The problem at hand is not even necessarily the damage to the car, but the incredibly poor work performed to "repair" it. The reality is that the car needed to be brought back to the condition it was in prior to the dealership damaging it.

  I know how appealing it must sound to call cheap, poor work good enough, but seeing as I had paid good money for the bumper to be painted right before it went to the dealer to ultimately be damaged, not only do I expect it to be, but it needs to be in the condition it was when it came in. It was a service that I paid for to be done in a specific way that you threw out the window by having what looks like a 3rd grader with a paint roller "repair". 

  Also, before the "repairs" were made I offered to settle for the cost of the repairs and I was assured that the repairs would be up to par and satisfactory. 

  To be exact; 3/29. "Ill send an estimate of whatever you need but Ive been back and forth there more than enough. After leaving almost every time with another issue I dont trust that it will be up to par anyway."

  3/31. "Ashley R***** <***************************> Fri, Mar 31, 11:49?AM
  
  HI ***,
  That will not work for me. It’s either done here, or it’s not done at all.
  We have been more than accommodating in this situation. The offer will expire at the end of June, this has been dragged out too long now."

  3/31

  *** ********* <********************> Mar 31, 2023, 12:47?PM
  
  No. Plain and simple. 
  It has been dragged out far too long. 
  I'm sorry you feel that you've gone out of your way for me when I've spent hours of my own and my employees time I've had to pay in dealing with all of this just to end up with the same issues, plus damage to my car on top of it. I really feel for you....   
  The car has already had the bumper, hood and entire side painted to match. There is not a chance someone is going to paint just the bumper and match it, and that will 100% not be acceptable to me. I will not deal with it being done incorrectly, and being that the car has other body work to be done, it's asinine to even think about painting the bumper separately. 
  I offered to have it done at a reduced cost since the other work is being performed. If that's not acceptable we can pursue the entire cost of the repair. 
  I'm tired of dealing with not only the *** issues, but the issues at the dealership. It is absolutely amazing to me that a goddamn *** dealer cant manage to not fuck my car up. MULTIPLE TIMES, and now you think you're in a position to give me an ultimatum about the repairs? 
  
  
  You INSISTED that it was ok for an employee to drive my car around after I specifically told you I wasn't really comfortable with it and if they did they better be careful with it and the NEW wheels that are on the car. What happened? Someone damaged a wheel. As a matter of fact you said whoever was driving it would be paying for it if they damaged it. Maybe you should be pursuing that.
  
  
  So again, I am offering an easy out for you. I'm even OK with your body shop quoting the work at cost because I don't expect you to pay retail for the repairs. Then you'll never have to hear about it again. Seems like the logical solution to me. But either way, let me know how you would like to proceed so I can get this taken care of one way or another ASAP. I've had enough. 
  
  
  It's later today so let's call it Monday. We certainly don't have to wait until June. 
  
  It is really sad it has to come to this. How many times does something have to happen before you tell your tech to make sure they use a fender cover? It's so simple, yet not once did anyone show any attempt to save it from happening. Hell, even to look at the car before it leaves? Absolutely ridiculous. 
  
  
  
  Sincerely,
  
  
  
  *** *********

   

  There was every opportunity to avoid the situation I knew was going to happen. I very clearly stated before any of this happened that I would not accept sub-par repairs. The day the car was dropped off I said " please do not make me regret letting you make the repairs". I dont know how much more clear I could have been, or how many outs I could have given you. You INSISTED that you handle it and that it would be satisfactory. It is not. So we are not done. The matter is far from settled and I suggest in the future not making promised that you cant fulfill, and may not lying in a *** case when you put things in writing. 

  Customer Answer

  Date: 08/23/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The class action suit repairs are second to the damage done to the vehicle, which is what this complaint is actually in reference to. However, I am glad to see that it was addressed so the *** can see on record the type of business we are dealing with here. Blatantly lying about the consumption test, in a *** case no less. Quite amusing actually. 

  The problem at hand is not even necessarily the damage to the car, but the incredibly poor work performed to "repair" it. The reality is that the car needed to be brought back to the condition it was in prior to the dealership damaging it.

  I know how appealing it must sound to call cheap, poor work good enough, but seeing as I had paid good money for the bumper to be painted right before it went to the dealer to ultimately be damaged, not only do I expect it to be, but it needs to be in the condition it was when it came in. It was a service that I paid for to be done in a specific way that you threw out the window by having what looks like a 3rd grader with a paint roller "repair". 

  Also, before the "repairs" were made I offered to settle for the cost of the repairs and I was assured that the repairs would be up to par and satisfactory. 

  To be exact; 3/29. "Ill send an estimate of whatever you need but Ive been back and forth there more than enough. After leaving almost every time with another issue I dont trust that it will be up to par anyway."

  3/31. "Ashley R***** <***************************> Fri, Mar 31, 11:49?AM
  
  HI ***,
  That will not work for me. It’s either done here, or it’s not done at all.
  We have been more than accommodating in this situation. The offer will expire at the end of June, this has been dragged out too long now."

  3/31

  *** ********* <********************> Mar 31, 2023, 12:47?PM
  
  No. Plain and simple. 
  It has been dragged out far too long. 
  I'm sorry you feel that you've gone out of your way for me when I've spent hours of my own and my employees time I've had to pay in dealing with all of this just to end up with the same issues, plus damage to my car on top of it. I really feel for you....   
  The car has already had the bumper, hood and entire side painted to match. There is not a chance someone is going to paint just the bumper and match it, and that will 100% not be acceptable to me. I will not deal with it being done incorrectly, and being that the car has other body work to be done, it's asinine to even think about painting the bumper separately. 
  I offered to have it done at a reduced cost since the other work is being performed. If that's not acceptable we can pursue the entire cost of the repair. 
  I'm tired of dealing with not only the *** issues, but the issues at the dealership. It is absolutely amazing to me that a goddamn *** dealer cant manage to not fuck my car up. MULTIPLE TIMES, and now you think you're in a position to give me an ultimatum about the repairs? 
  
  
  You INSISTED that it was ok for an employee to drive my car around after I specifically told you I wasn't really comfortable with it and if they did they better be careful with it and the NEW wheels that are on the car. What happened? Someone damaged a wheel. As a matter of fact you said whoever was driving it would be paying for it if they damaged it. Maybe you should be pursuing that.
  
  
  So again, I am offering an easy out for you. I'm even OK with your body shop quoting the work at cost because I don't expect you to pay retail for the repairs. Then you'll never have to hear about it again. Seems like the logical solution to me. But either way, let me know how you would like to proceed so I can get this taken care of one way or another ASAP. I've had enough. 
  
  
  It's later today so let's call it Monday. We certainly don't have to wait until June. 
  
  It is really sad it has to come to this. How many times does something have to happen before you tell your tech to make sure they use a fender cover? It's so simple, yet not once did anyone show any attempt to save it from happening. Hell, even to look at the car before it leaves? Absolutely ridiculous. 
  
  
  
  Sincerely,
  
  
  
  *** *********

   

  There was every opportunity to avoid the situation I knew was going to happen. I very clearly stated before any of this happened that I would not accept sub-par repairs. The day the car was dropped off I said " please do not make me regret letting you make the repairs". I dont know how much more clear I could have been, or how many outs I could have given you. You INSISTED that you handle it and that it would be satisfactory. It is not. So we are not done. The matter is far from settled and I suggest in the future not making promised that you cant fulfill, and may not lying in a *** case when you put things in writing. 

• Initial Complaint

  Date:12/28/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  December 12 2022
  *** of ***** ***** charged a service fee of $215.12 for a diagnostic of our 2018 *** that was not disclosed. The car is under extended warranty. The car was brought into service November 29, 2022 for a noise being present at low speed while the car is turning. The service technician was unable to locate the noise at which time they asked me to come down and go for a test ride to identify the problem. On the test ride the noise was not able to be heard but the technician asked for more time to discuss it with other *** mechanic leadership. On 12/28/2022 early in the day I talked to the service manager that stated they could not find the noise and that nothing was done to the car. but that there would be a service fee of 200 plus dollars because no parts were changed (later admitting a rear seal had been changed which warranty covers including service fee) and that we were told when we dropped of the car a service fee would be charged. They absolutely did not disclose this, but instead lead us to believe that the car was covered under warranty. Around 130 pm on 12/28/2022 we asked the car be returned agreeing to pay a service fee reluctantly which thought was a bill being sent via mail. At 5 pm we called back to find were our car was. At that time, we were told that our car would not be brought back until we paid the service fee and that they would not release the car back until it was paid. Which again was not disclosed to us when agreeing to pay the bill. At that point i paid on the spot and was told they had know one at that time to return it to us that we would have to wait till the following day. Total lack of professionalism and really feel we were taken advantage of.

  Business Response

  Date: 12/29/2022

  To Whom this may concern,
  
  November 28th Mrs. ******* dropped off her 2018
  X3 around 330pm. She signed a night drop envelope and was told a writer would
  call her to go over the concerns of the car.  Our service writer called the next morning
  around 9am after checking in the vehicle to go over the concerns.  It was explained to the client that they have
  the CPO warranty, so if it something that is covered, there is no charge. If it’s
  not a covered components is $189 diagnosis for us to inspect the vehicle regardless.
  They also went over the exact concern of the car.  The noise in the front end when turning.  After multiple attempts over a few days of
  trying to duplicate the concern, we could not duplicate the noise.  We did during the initial inspection find a
  rear axle seal leak that was covered by their extended CPO warranty, and that
  was replaced. Our writer had called to let them know this.  We asked for permission to drive the car home
  with the care of our Forman to try to duplicate the noise. This request was
  denied.  We asked the client to come
  drive with us, Mrs. ******* said no she has no time. Finally after a few days
  we asked for her husband to come drive with us to try and duplicate the
  noise.  Mr. ******* came down and we were
  unsuccessful in duplicating the concern with him driving with us.
  

  After another few days of testing, we found nothing physically
  wrong with the car, nor any noisy components. We did recommend tires, the
  fronts were very worn, and it’s possible the client was hearing the worn tire
  noise. I personally called the client because the writer was not having any
  luck getting in touch with either Mr. or Mrs. *******. I asked if they wanted
  to move forward with the tires or not, the husband stated he would call me back
  in 24 hours. After 72 hours of no answer, I followed up again. Mr. *******
  stated they were not doing anything with the car and they would come pick it up
  that morning. 
  

  Mrs. ******* called later in the day asking why there is a
  diagnosis charge for her car when nothing was replaced. I explained it to her
  again, that the car is out of factory and there is always a diagnosis charge
  for every car that comes into the shop to be looked at.  She asked me if the leaking axle seal was a
  part of the noise she was hearing, I explain most likely no, a fluid leak in
  the rear is not going to cause the front end noise that she is hearing. .I
  explained again, as all the writers do, the writer is always going to explain
  this with every client before a car going into the shop. Our writer spoke to
  you that morning, she stated she was still under the impression everything was
  covered under warranty.  She asked us to
  valet the vehicle back to her, and call her husband, she was unhappy about the
  diagnosis charge and she felt it was never explained. I called Mr. ******* as
  requested and explained it all to him. He said I could send the link to his
  mobile device for payment. I then sent the link to her husband as requested. When
  a few hours went by without payment I followed up to the same phone with number
  with the payment link, that if we do not receive payment with in another 20
  minutes our valet window will be closed because it’s getting later in the day,
  and the shop will be closing.  The client
  never answered. They called back at 5pm, threatening and name calling that we
  are stealing their vehicle. After trying to calm the client down and have a
  conversation with them, the payment came through, and still more threats of we
  are stealing the car because we cannot valet it back in time.  At this point were closing in 10 minutes.
  Finally our conversation ended with we will call you at 730am when we open to confirm
  nothing has changed at home and we can leave here at 730am to bring the car
  back to you, or we can leave the car in our sales team hands they are here
  until 7pm, and you can pick it up tonight. They said valet it back tomorrow
  morning.
  

  We called 3 times Thursday morning at 730, and sent a text,
  no answer on either phone, finally by 8am we just left to go valet the car back
  still with not call back from the clients.  Upon arrival the client then accused us of stealing/missing the front
  license plate on the car.   The driver immediately called the dealership,
  and we found all the check in pictures and video of the client bringing the car
  to us, shows the car never had a front license plate.
  

  I do not feel the client should be reimbursed, our writer’s
  did their job of explaining the diagnosis charge to the client. We spent ample amount
  of time trying to help the client.  We
  tried communicating with the client as much as possible. 
  
  If you need anything else please let us know.
  Thank you,
  Ashley R*****
  *** ** ***** *****
  Service Manager