Complaints

This profile includes complaints for Motor Werks Partners L.P.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Motor Werks Partners L.P.

  1475 S Barrington Rd Barrington, IL 60010-5205

• 

  Motor Werks Partners L.P.

  206 N. Cook Street Barrington, IL 60010-3226

• 

  Motor Werks Partners L.P.

  PO Box 3246 Barrington, IL 60011-3246

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:05/22/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  My husband (*****) and I purchased a car from Motor Werks Honda (Barrington, ********) on Wednesday, May 14, 2025.We chose to purchase from Motor Werks Honda because their online price for the car was listed as $35,846. Also, they advertised "transparent, market-based prices" through their "One and Only" advertising. When we met with the sales representative, ****** ******, he also quoted the price of $35,846.****** shared information about additional upgrades and warranties. We clearly indicated we were not interested in anything additional.However, in reviewing the paperwork, we noticed that we had been charged an extra fee of $1995 for "Perma Plate." We reached back out to ****** by email on Friday, May 16, 2025, and on Saturday, May 17, 2025. ****** replied to the May 17, 2025, email, stating that the Perma Plate "is a standard charge that we quote every client with because it is already on every single car on this lot in order to protect our assets and your investment."We are respectfully asking for a refund of $1995 plus applicable sales tax for "Perma Plate" for the following reasons:(1) the online, advertised price of $35,846 does not mention the "standard charge" of $1995 (2) the company, through its "One and Only" advertising, promises "transparent ... prices"(3) we were verbally quoted the price of $35,846 for the car (matching the online, advertised price) but not the additional fee of $1995 for "Perma Plate"(4) we explicitly stated that we did not want additional upgrades or warranties Respectfully submitted,******* de *******

• Initial Complaint

  Date:05/21/2025

  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.

  This dealership Motor Werks Cadillac was in breach of a car sales contract. They requested that I pay a certain amount of money for my traded in vehicle even though I told them that the amount differed from the 21 day payoff amount. They told me that they were aware that the payoff was different and that I was getting some sort of tax credit and we signed the paperwork saying all was well. They harassed me for over a week to get my bank to pay off my traded vehicle because there was a delay in the mail. Then, once they got that payment they told me that my payoff for the car was short by almost ****************************************************************************************************************************************** they wouldn't pay off my car and I'll have to keep both cars on my credit report. They purposely messed up on the paperwork and had me take on the financial burden of paying an extra 700 dollars to complete the deal. I have since not been able to get in contact with a manager to get my trade in paid off. My credit will soon take hit and they have yet to pay off the trade in. They are avoiding my calls and have not reached out to me in regards to if they even sent off a check to ****. The amount on the contract was ******. They made me pay an extra ****** for their mistake on the paperwork.

  Business Response

  Date: 06/02/2025

  We will be issuing a check in the amount requested to Mr. ********* for the mistake in paperwork. Thank you 

  Customer Answer

  Date: 06/03/2025

  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 assuming the amount refunded to me is in the amount of $683.81 or more which is the overage amount I paid to Motor Werks. 
  
  Sincerely, 
  
  ******* ****-****

• Initial Complaint

  Date:02/25/2025

  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.

  Motor works place a name frame tag on my car and screwed it in so tight that I am unable to change my plate which is required my law I have been stoped 3 times to get the new plate put on the car and its impossible to remove the screws that were bolted into the car from Motor works and they want me to pay for the labor to do it when they caused the damage to my car all I want is the plate to be removed and call it a day why should I pay for labor when they caused the damaged to my car

  Business Response

  Date: 03/15/2025

  Thank you for reaching out to us regarding your concern. We understand your frustration and appreciate the opportunity to address the matter.
  The vehicle in question was purchased from Motor Werks over 10 years ago, and over time, factors such as weather conditions and natural corrosion can impact various vehicle components, including license plate bolts. While we strive to provide quality vehicles and service, we are not responsible for wear and tear that occurs over an extended period due to environmental exposure.

• Initial Complaint

  Date:02/02/2025

  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 am filing a complaint against Porsche Barrington Dealer ***** ********* regarding my Certified Pre-Owned Macan, purchased on 6/26/2023. The vehicle, per CPO standards, should have been accident-free, but recent findings show it had pre-existing damage that was not disclosed at the time of sale.Issue Summary:On 1/6/2025, during my two-year maintenance service, I requested a repair for the rear camera, which I had accidentally pushed into the housing while cleaning. Upon inspection, the service technicians informed me that the rear camera was not simply pushed in, but rather, the rear bumper had sustained prior impact damage, causing deformation, which led to the cameras failure. The technicians further identified multiple collision points on the bumper, which I later confirmed through review of purchase-day photosproving that the damage existed before I acquired the vehicle.This reminded me that on the day I bought the car, I noticed the license plate light had fallen out, right next to the camera. I immediately contacted the dealer, but they only pushed the light back in without disclosing or addressing the bumper damage. Text message records from that day confirm this.On 1/6/2025, I emailed the dealer. They admitted the bumper had prior damage but claimed the car still met CPO standards since there was no structural damage. And It still under warranty. However, the technicians report contradicts this, stating the camera cannot be fixed without removing the deformed bumper for internal inspectiona cost I was told I must cover, as it is not under warranty.The dealer requested the inspection report, which I provided on 1/7/2025. Since then, they have ignored my follow-ups and refused to respond.Why This Is a Problem:1.The dealer sold me a CPO vehicle with undisclosed bumper damage.2.They are unfairly placing the repair costs on me, despite it being pre-existing damage.3.The lack of communication has left me with a compromised, unsafe vehicle.

  Business Response

  Date: 02/17/2025

  It has been determined that the rear bumper on Mr ***** ***** was damaged when he purchased the vehicle from us - we will repair the bumper and make sure that the rearview camera is operating properly.

  Thank you,

  ***** ****, Porsche Barrington GM

• Initial Complaint

  Date:11/10/2024

  Type:Product 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 put 8k down on a 35k car, plus I got a 4 yr warranty for a extra 5k, but they ended up approving me for a car loan that was 38k, I feel like the loan should be lower due to the amount I put down & I felt rushed to sign the documents without fully reading everything

  Business Response

  Date: 12/02/2024

  A REPRESENTATIVE FROM OUR DEALERSHIP SPOKE TO MR. ****** AND HELPED HIM UNDERSTAND HOW THE FIGURES ON HIS BANK CONTRACT WERE CALCULATED. MR. ****** KINDLY APPOLOGIZED AND SAID HE NOW UNDERSTOOD THE NUMBERS. 

  WE ALSO GAVE MR. ****** THE OPPORTUNITY TO CANCEL HIS EXTENDED SERVICE CONTRACT, HE MADE CLEAR HE WANTED TO KEEP HIS CONTRACT ACTIVE. 

   

  THIS HAS NOW BEEN RESOLVED WITH MR. ****** AND WE ENCOURAGE BBB TO REACH OUT IN CONFIRMATION TO THAT EFFECT. 

   

  THANK YOU. 

• Initial Complaint

  Date:10/14/2024

  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.

  The dealership has a price listed for a specific car Im interested in. When inquiring about the car and prior to make the purchase they refuse to sell the car at the listed prices without an added service/care package that is an additional $1,995! How can they not sell the car at the listed price without adding additional packages.

  Business Response

  Date: 10/23/2024

  To Whom It May Concern:

   

  This issue has been resolved with the customer and the customer has kindly agreed to move forward with the purchase of this vehicle. 

   

  This can be verified by contacting the customer directly, if necessary. 

   

  Thank you for notifying us of this issue. 

  Customer Answer

  Date: 10/24/2024

   
  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. I was able to purchase the car after the complaint. These practices need to be reviewed so these things are not happening to other customers who are not aware that they are not required to purchase these add-ons.
  
  Sincerely,
  
  **** **********

• Initial Complaint

  Date:08/12/2024

  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.

  Here's the updated summary for the form:---**Date of the Transaction:**- March 28th, 2024 (Purchase Date)**Amount Paid:** $28,645.78 - Specify the total amount paid if known, or indicate that this was the purchase of a Cadillac CT4.*What the Business Committed to Provide You:*- The business committed to providing a functioning 2020 Cadillac CT4 in safe, reliable condition. The vehicle was sold with various warranties and assurances of quality, particularly important given that I rely on it for the safety of myself and my children.*Nature of the Dispute:*- Since purchasing the vehicle, I have encountered significant and repeated issues with water leaks causing damage inside the vehicle, which have not been resolved despite multiple attempts by MotorWorks Cadillac. These issues have persisted from June 26th, 2024 to the present date (August 8th, 2024). The vehicle has been in for service multiple times (June 26th-July 11th, July 22nd-July 29th) with no resolution. As of August 5th, 2024, my vehicle is in their service department. Additionally, I have experienced issues with the vehicle's electrical system and window motors due to water damage, causing significant safety concerns and financial stress.*Whether the Business has Tried to Resolve the Problem:*- While the dealership has attempted to fix the issues, the problems have not been resolved despite their efforts. The vehicle remains unsafe, and I am not confident in the repairs. Communication has been confusing, and promises about warranty coverage have been inconsistent. *Additional Information:*- Despite multiple requests, my concerns are not being taken seriously. I feel as though I am being dismissed, particularly as a young Hispanic woman, and this adds to my frustration. I am simply asking for a safe and reliable vehicle or a suitable resolution, such as a buyback or replacement.

  Business Response

  Date: 08/20/2024

  This correspondence is in response to   CASE ID of ********

  As per the repair orders supplied by ********, as a company we have repaired the issues and they were covered at no cost under warranty. the leaking that she is referring to now we have been unable to duplicate. we water tested the car by using a high pressure hose as well as bringing i through a car wash multiple times. the vehicle was owned for 90 days prior to any issues. Messages have been left for ******************* to let her know the vehicle is finished. we are unable to give a refund for the vehicle. I am happy to assist her to trade it in and give a reasonable trade in value. if there are any further concerns, i can be reached on my cell phone at ************

  Sincerely,

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

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22112090
  
  I am rejecting this response because:

  Firstly, I have not spoken with **** throughout this entire process, and I only received a call from **** today, August 20th. As I advised ************************* previously, I prefer email communication for updates. This request was made to avoid any further miscommunication or misinformation.
  
  While I understand that the vehicle was owned for 90 days, it is important to note that it has been in Motor Werks Cadillac possession for 30 of those days due to the ongoing issues and repairs. Given the circumstances and the time the vehicle has been out of my use, I am requesting the following to resolve this issue:
  
  1. An extension of the current warranty, beyond the additional year previously offered, to provide adequate coverage for any future issues.

  2. Reimbursement of the vehicle payment for the 30 days the car was in their possession for repairs.
  
  I believe these steps would be a fair resolution given the inconvenience and the recurring issues with the vehicle. I would appreciate it if you could confirm these requests via email at your earliest convenience.
  
  Thank you for your attention to this matter. I look forward to your prompt response.
  
  Best regards,  
  *******************************  
  **************

  Business Response

  Date: 08/27/2024

  Good afternoon,

  In response to the ongoing case, we would like to do an extension of customers vehicle warranty for an additional 4 years expiring in 2028 or up to ******* miles which ever may come first. Additionally, we will reimburse the customer for 1 vehicle payment as requested. 

  Thank you.

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22112090
  
  I am rejecting this response because:

  On August 23rd, despite being informed that my vehicle was repaired and ready for pickup, it suffered significant water damage. This is the fourth time I have experienced water leakage issues with this vehicle, which clearly demonstrates that the underlying problem has not been resolved. Given this history of unresolved issues, I have no confidence in the reliability of this vehicle moving forward.
  
  In light of these concerns, I am no longer willing to accept the four-year warranty that was offered. Instead, I am requesting that Motor Werks Cadillac buy back the vehicle. Additionally, I am seeking a $6,000 refund for the 2011 SRX Cadillac that was taken as my down payment when I purchased this vehicle.
  
  I have also experienced a lack of respect and inadequate communication from the dealerships management, particularly from Manager **** and Service Manager *****. These interactions, combined with the repeated vehicle issues, have made my experience with Motor Werks Cadillac incredibly frustrating and stressful. I no longer wish to have any dealings with this dealership.
  
  Given the persistent issues and the poor service I have received, I believe a buyback of the vehicle along with the refund of my down payment is a fair and reasonable resolution.

  Thank you for your attention to this matter.

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

• Initial Complaint

  Date:03/21/2024

  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.

  Purchased a 2024 Honda Pilot on 1/17/24. I noticed that the vehicle wobbled on the highway and brought my vehicle in to be serviced. The service manager said there is nothing he can do and to expect all SUVs to perform poorly and feel unstable on highways. I told him I would be leaving my vehicle regardless because the windshield needs to be replaced due to manufacturer defect. I was informed the next day that my car needed an alignment! I called to ask the assistant mgr why my new car would possibly need an alignment! He insisted that I must have hit a pothole. I know for a fact that I had not. I was also told that they could not duplicate the wobble/rocking on the highway. This further proves that my familys safety is not a priority because my vehicle was never taken onto the highway according to the mileage. I brought the vehicle in at ***** miles and checked it after they drove it on the highway, and after checking my app, it showed ***** miles. My car has been at the dealership since 3/4/24, and I called to ask when the windshield was arriving. I was given an ETA of 4-18-24! I am asking for a full refund at this point. My vehicle is completely paid for and I do not have it in my possession.

  Business Response

  Date: 03/25/2024

  The vehicle in this complaint is a brand nonda. The vehicle was brought in by the customer of a complaint on wobbling. The service department could not find anything wrong with the vehicle. While in service they did notice an issue with the windshield. The customer was give a loaner vehicle since the wind shield is currently on back order. The customer was given an Odyssey to drive  The customer was not happy and wanted a Pilot. We accommodated the request to now only have her stating that the vehicle wobbles as well. We are doing our best to accommodate the customer while the windshield is on order. There are no findings of any issues or defects with her new vehicle she purchased.. This vehicle does not qualify for any manufacturer return. 

• Initial Complaint

  Date:03/14/2024

  Type:Product 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.

  On November 21, 2023, I emailed ****** with Infiniti letting him know I had contacted ********, the Slaes Girl, and told them I wanted to cancel my warranty. She said I could still do it and. The following day, I received a response from ******** stating they could not cancel it for 30 days after the initial purchase. On Dec. 30, I sent another message stating my account does not reflect a change for teh cancellation of the Extended Warranty. Then, on January 2nd, they responded they were going to work on canceling my warranty. On January 4th, I received another message from ****** asking if I refinanced my vehicle or paid off my loan because their cancellations ***** wanted him to inform me if my vehcile had not been paid off then they would have to issue the refund check to the lienholder. I was told I would not be getting a receipt so I watched my account waiting for an adjustment of sorts. Today, March 14, I received another text from ****** with Infiniti that he received an email from their cancellations ***** regarding my Warranty Refund. Apparently, my check was to Infiniti ********* but the check was returned due to no account found in the system I sent my account number in immediately. I received yet another response that my account number is 17 numbers lonh and that ******** manager said I would have to call Infiniti ********* Services to get my full account number and once I receive the full account number to email it to the cancellation department.

  Business Response

  Date: 03/25/2024

  As a dealership we handled the request for cancellation. Since there is a lien holder. All refunds are sent to the lien holder, This would be INFINITI for this customer. The refund was sent and returned to the ***************** stating incorrect account number. We have been advised that they are working with the lien holder and insurance company to resolve the issue.

  Customer Answer

  Date: 03/26/2024

   
  Complaint: 21435481
  
  I am rejecting this response because I want to see the warranty canceled and the money applied to my account.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 04/30/2024

  Good Morning,

  We sent the check via Express/Certified mail the address we use is.
  **************************************
  we have resent this again.

  
  Thank you all for your help.

• Initial Complaint

  Date:02/20/2024

  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 GAP insurance from Motor Werks of Barrington when I purchased my 2018 Honda Civic on October 2020. I paid off my Honda Civic the following year December 8, 2021. I submitted a cancellation notice and proof of completion of payments on December 18, 2023. At the time I submitted the cancellation I was told it would *********** weeks for my refund to be issued. It has now been more than 8 weeks and I have yet to receive my refund.

  Business Response

  Date: 03/08/2024

  The ************* is not held by the dealership. We do assist customers in cancelling the insurance. 

  customer should contact the information provided in the cancellation letter for Gap.