Complaints

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:09/21/2023

  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.

  ** BUYER BEWARE | MILITARY MEMBERS BEWARE ** Do not buy a car here they will sell you junk, blame you for whatever problem the car has then give you the run around when it comes to scheduling repairs. I purchased a car here in May 2023 and almost immediately the check engine light comes on. I returned to the dealer and told the salesperson ***** about the problem and right away ***** connects the car up to a small diagnostic machine and declares the problem to be a FAULTY GAS CAP then states he would look for a replacement cap. So, after waiting more than a month for the supposed fix I am driving just a few miles from home and every single warning light this car has comes on, so I go into my local car service, and they tell me that I have a blown head gasket and that engine oil is mixing with the coolant in my vehicle. I called ***** at Max Motors and told him the problem; I sent ***** the report from the car repair service, and he told me to bring the car in. I brought the car to him, and he confirms the broken head gaskets.So, I waited a few days for ***** to call back and of course HE DOESNT so I call him and yup he gives me the old HEY I CAUGHT COVID AND HAVEN'T BEEN TO WORK so at this point I know these guys are trying to scam me. ***** then passes me off to his manager named **** who right away tires to blame me for the cars problems as well so of course we talk, and I thought we had come to some agreement on trying to resolve my car issue which turned out to be more scammy behavior. After two conversations with him in which I told him that I could not get to work, doctors appointments or even the grocery store ***** reply was Well cant you take a taxi to work or get a ride from someone else? **** then proceeds to say that he has also caught COVID and shut down his business until next Tuesday September 26, 2023, and that he cannot get a quote to fix the vehicle or help me at all until then.

  Business Response

  Date: 09/21/2023

  RE: complaint letter, *************************
  
  Thursday, September 21, 2023
  
  Dear ****************,
  
  I trust this letter finds you in good health.  I have carefully reviewed the situation regarding your purchase of the 2015 Chevrolet 4DR Sonic from Max Motors on May 1st, 2023.  I feel it is necessary to address the matter with utmost clarity and directness.
  
  First and foremost, we want to reiterate our understanding of your concerns and the importance of addressing them professionally.
  
  It is beyond dispute that you acquired the vehicle under an "AS-IS" arrangement, as explicitly stated on the sales documents, which are readily available upon request.  As such, the vehicle was sold without any warranties or guarantees regarding its condition.  Additionally, you personally test drove the vehicle and attested to its satisfactory condition at the time of purchase.
  
  A few weeks later, you contacted us regarding a Check Engine Light (***) that had illuminated on the dashboard. When you brought the car to our lot, we promptly checked the *** and found a code indicating an emission leak. While we assured you that we would seek a second opinion, we also mentioned that such codes often point to minor issues, such as a faulty gas cap.
  
  Subsequently, you drove the vehicle for a period of four months without reporting any further issues. However, in late August 2023, you informed us of an overheating issue on your way to an oil change. You had ******** diagnose the issue, and they identified it as a head gasket leak. While we recommended towing the vehicle to our shop for further examination, you chose to drive it, further complicating the situation.  An inspection at our shop confirmed ********'s assessment of a head gasket leak, signified by coolant mixing in the motor oil.
  
  We offered to assist you by obtaining estimates for the necessary repair work, using our discounts, with the intention of saving you money. You initially agreed to this arrangement.
  
  On Monday September 18, 2023, your complaint was brought to my attention.  You left a voicemail stating that you went to a real mechanic, and he speculated that any engine work we had performed on the car was only a temporary or cosmetic fix.  As of our last discussion, no documentation of this diagnosis was provided to substantiate the claims made by this mechanic.  At this point you demanded that we switch you to another vehicle at no additional expense and threatened to tarnish our business reputation through negative reviews and complaints to various state agencies including **** if we did not comply.
  
  We engaged in a phone conversation a few minutes later, during which I expressed my commitment to honesty and transparency in our dealings. While I maintained that I had not deceived you and did not appreciate being accused of such actions, I also expressed empathy for your situation and a willingness to assist you. I asked for your preferred resolution, to which you indicated a preference for receiving another vehicle of equal or lesser value. I suggested the possibility of sharing the repair costs, to which you expressed openness, provided it fell within your budget. I requested a few days to obtain repair quotes for your consideration.
  
  Unfortunately, on the same day we spoke, I became ill and subsequently tested positive for COVID-19, which forced me to close my shop early that day and every day since then. On Wednesday, September 20, you reached out for an update, and I informed you of my COVID-19 diagnosis.
  
  Although I didnt need to, I provided you with a photo of my prescription for COVID-19 anti-viral medication Paxlovid that was prescribed to me.  I felt like you deserved an explanation because of the timing of this illness.  But you still felt like I was lying to you.  Quoted from your text message I received on Wednesday, September 20.  You guys think Im a fool with your fake Covid excuses that *** have worked 2 years ago but not now.  Instead of working with me now Ill have to cost you guys just as much money in lost sales and you cost me in missed work etc.
  
  The following day Thursday, September 21 you posted negative reviews targeting my business on multiple websites.  I find it deeply regrettable that you have chosen this course of action prior to allowing us the opportunity to address your concerns.  Such actions not only tarnish our reputation but also hinder our ability to consider any further assistance or resolution.
  
  While we have genuinely attempted to find a fair and satisfactory resolution to the issue with your vehicle, we must emphasize that we take your attempts to tarnish our business reputation seriously.  Such actions are neither productive nor constructive in resolving the matter.
  
  Given the recent developments and the threatening nature of your actions toward my business, I must prioritize the well-being of my dealership and employees.  I will reassess the situation when I have fully recovered and returned to work.  In the meantime, please understand that our willingness to help is contingent upon a respectful and cooperative approach, we will not continue to engage in negotiations under duress or threats.
  
  
  *************
  General Manger
  Max Motors LLC

  Customer Answer

  Date: 09/21/2023

   
  Complaint: 20638234
  
  I am rejecting this response because:

  First of all for clarity, I did in fact take my vehicle to your dealership more than once and never was my vehicle diagnosed with a a code indicating an emission leak, your employee ***** told me twice that the code indicated a fault that was most likely caused by a faulty gas cap and that he would find me another cap and call me when it arrived which your employee ***** never did. If ***** had ever told me that I had an emissions leak of any sort I would have most certainly taken a different course of action with the operation of the vehicle.

  Secondly, I did of course test drive the vehicle around the block when I purchased it and it appeared to operate fine, however within a very short time the vehicle began to have operational issues which were improperly diagnosed by ***** all of which give more credence to what the mechanic told me about cosmetic and temporary work being done to the car in order to sell it.  As for providing you with a statement from that mechanic, I am under no legal obligation to provide you with any documentation from his shop, I did however provide you with the receipt from ******** which stated the vehicle you sold he has a cracked head gasket, which is the reason we are having this dispute.  Also, once ******** diagnosed the problem I parked the vehicle at my residence and did not operate it further until I drove it to your dealership to have it checked by your mechanic.  By then the damage had already been done, again you are trying to blame me for this vehicles mechanical problems when that is not the case.  I reiterate that I only operated the vehicle after the ******** shop diagnosis to bring it to your dealership since I could not afford to have it towed, and the reason I could not afford to have it towed was because I have missed multiple days of work without pay, while this vehicle has been parked in my driveway unusable.

  All you have to do is look at other ****** reviews of your shop and you will see where my exact complaint is being made by other owners of vehicles that you have sold. And I mean the exact same engine complaints!

  And finally, I did initially agree to work with you guys until I had the mechanic give me his professional opinion of the vehicle and its poor condition.  I also decided against working with you guys after you accused me of causing the actual damage to the vehicle, then attempted to play me off with some fake medical issue which has nothing to do with the sale of a motor vehicle.  Your offer to assist me in spending money to fix a vehicle which should have never been sold in the condition it was in was unacceptable to me then and it still unacceptable to me now.  Your dealership should make me whole and correct this situation to the customers satisfaction.

  As I stated in my voicemail unless you operate in good faith with me, I will use all legal and social reporting matters to inform the ***************, the ****************** of ************** and the general public at large of your shady business practices, which I am legally *********** do.  I am not targeting you or your business, nor spreading lies or rumors about Max Motors I am simply posting my personal and business interactions with you and your company.  And I again state that if we can not reach a satisfactory agreement which makes me whole, I will utilize any and all governmental, public and social means to make my displeasure and discontent with your business practices well know.

  Just because someone purchases a vehicle "AS-IS" doesn't mean you can sell them junk and absolve yourself.
  

  Business Response

  Date: 09/23/2023

  Please find attached to this email a copy letter I sent to *****************  It includes a timeline of events that have lead to **************** blasting me on social media and various state agencies.

  I feel I have been more then fair to *****************  After what I have been though I welcome a third party to take a look at what is going on.

  Business Response

  Date: 09/23/2023

  Given the ongoing disagreement, it appears that we may not reach a mutually agreeable resolution through our current discussions. In the interest of fairness and objectivity, we are open to involving an impartial third party to review the situation and help us find a suitable solution.

  Should you wish to pursue this option, please let us know, and we can work together to identify a qualified mediator or arbitrator who can assist in facilitating a resolution.
  We remain committed to finding a resolution that satisfies both parties and brings this matter to a close.
  

  Sincerely,
  

  *************
  General Manager
  Max Motors LLC

  Business Response

  Date: 09/26/2023

  After careful consideration and extensive discussions, it is clear that we have fundamental differences in our perspectives regarding the issues with your vehicle.
  
  While I have made sincere efforts to find a fair and mutually beneficial solution, it seems that our positions remain unaligned. Moreover, the actions taken to harm my company's reputation during this process have made the situation even more challenging.
  
  In light of these circumstances and with respect to the BBB's proposal of mediation, I believe it is in the best interest of both parties to conclude our negotiations here and consider BBB mediation as a way to address our concerns.
  
  I am committed to working in good faith with the BBB mediator should you decide to pursue this option. BBB mediation can provide a neutral and structured platform for us to work towards a resolution.
  
  I sincerely regret that we were unable to reach an agreement independently, but I believe that considering BBB mediation is a constructive step towards resolution. If you choose to proceed with this option, you can contact the BBB to initiate the mediation process.
  
  If you have any further questions or require any documents related to your vehicle purchase, please do not hesitate to contact me.

  Customer Answer

  Date: 09/29/2023

   
  Complaint: 20638234
  
  I am rejecting this response because this company is not serious about accepting the responsibility for selling the general public salvage vehicles which are not properly safety checked and made roadworthy.  Instead the owner has attempted to shift the blame for selling junk vehicles to customers then refusing to fix them or asking the customer to share the cost of fixing problems with his vehicles that should have been taken care of before the listing and sale.  Further the owner wants to seek mediation as a way to stall or discourage the customer from seeking proper redress. 

  And in response to the owner suggesting that I am in anyway being malicious and attempting to damage his business reputation, I categorically deny his assertion.  In fact I am using the only legal means available to address my concerns with him and to warn the general public that doing business with Max Motors is not a sound financial decision.  The owner has left me and my children stranded from work, school, medical appointments and more.  I am well within my rights to voice my displeasure within the public square.  

  Again as I have stated before, if the owner wishes to make things right as I have suggested to him in various emails I will cease my public admonishment of him and his business, and simply reverse any public statements I have made about his business on the internet if he however refuses to do the right thing then he limits my options for what I consider satisfactory redress.

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

  Business Response

  Date: 09/29/2023

   
  Dear BBB:
  
  Below is the details on our availability for a Mediation Hearing:
  
  Please Place list any dates you are specifically NOT available in the next 6 weeks: 
  
  
  
  
  Please Place an "X" next to the Day of the Week you are Available and work best for you: 
  
  __X__Mon. ____Tue. ____Wed ____ Thurs. ____ Fri.
  
   
   Please Place an "X" next to the Time  you are Available and work best for you: 
  
  ____ Morning ___X_Afternoon 
  
  I understand that BBB will do its best to accommodation the information I have selected.  I understand that mediations are scheduled to start between the hours of 8 am and 3 pm, and must conclude by 5 pm.
  
  Thank You.

  Customer Answer

  Date: 10/03/2023

  Hi *******,
  
  In all honesty I don't believe that Max Motors has any interest in pursuing a fair outcome to the mechanical issues this vehicle has demonstrated.  Since the beginning they have taken every opportunity to pass the blame of this vehicle's fault on to some issue other than the actual "head gasket" problem it is currently facing.  My problem was most certainly exacerbated in the couple of months they took in misdiagnosing my check engine light issue as a "faulty gas cap" when they obviously knew from the beginning that they were selling me a vehicle on its last legs. 
  
  And now that I have no money for repairs, I am losing time at work which in turn is costing me the subsidy on my family's health care, I can't even travel for groceries or medical appointments, so I am very upset with these people and really don't want to work with them unless they can come to some agreement which is cost free on my end. They have already caused considerable damage to the health and welfare of my family, plus  I have already spent 8k purchasing this vehicle, now they want me to spend 1/2 the cost of repairs, $150 dollars on mediation and all with what money since I can't go to work.  
  
  
  These guys are classic rip-off artists who employ delay tactics hoping people go away.  Again, unless they can come to some financial arrangement which is cost free on my end, I am not certain mediation will help the situation. You can clearly see from their ****** and Yelp reviews that their sales tactics with these vehicles have occurred more than once and that this is their business practice of selling junk vehicles.
  
  
  Regards, 
  ******

  Customer Answer

  Date: 10/03/2023

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********.

  In all honesty I don't believe that Max Motors has any interest in pursuing a fair outcome to the mechanical issues this vehicle has demonstrated.  Since the beginning they have taken every opportunity to pass the blame of this vehicle's fault on to some issue other than the actual "head gasket" problem it is currently facing.  My problem was most certainly exacerbated in the couple of months they took in misdiagnosing my check engine light issue as a "faulty gas cap" when they obviously knew from the beginning that they were selling me a vehicle on its last legs. 
  
  And now that I have no money for repairs, I am losing time at work which in turn is costing me the subsidy on my family's health care, I can't even travel for groceries or medical appointments, so I am very upset with these people and really don't want to work with them unless they can come to some agreement which is cost free on my end. They have already caused considerable damage to the health and welfare of my family, plus  I have already spent 8k purchasing this vehicle, now they want me to spend 1/2 the cost of repairs, $150 dollars on mediation and all with what money since I can't go to work.  
  
  
  These guys are classic rip-off artists who employ delay tactics hoping people go away.  Again, unless they can come to some financial arrangement which is cost free on my end, I am not certain mediation will help the situation. You can clearly see from their ****** and Yelp reviews that their sales tactics with these vehicles have occurred more than once and that this is their business practice of selling junk vehicles.

  Regards,

  *************************

  Customer Answer

  Date: 10/04/2023

  Hi *******,

  Actually I disagree with the assertion that the business "addressed" the issue, when in fact they did not address anything, they failed on every consumer level to fix a problem they caused.  I don't consider this issue resolved at all.