Complaints

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

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  D & D Motors, Inc.

  19521 New Georges Creek Rd SW Barton, MD 21521-2011

  
• 

  D & D Motors, Inc.

  15520 McMullen Hwy SW Cumberland, MD 21502-6201

  

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:05/12/2025

  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.

  October 2024 I purchased a 2007 ***** mdx paying double it worth which is fine while building my credit but since I purchased car Ive had it in to be fixed three times in which has never actually been properly fixed ! This time its a power steering leak through my seal in the rack opinion in which they say is safe to drive yet if it locks up can be very unsafe for a small person to keep the steering under control they refused a rental even though they had it past the required 24 hours as in my extended warranty four days they had it and junk yard part wasn’t sure when it would be received and told me keep driving it while its needed alignment since purchased they have never done ! I had two other cars through them not bad experience till now I have a brother I told him go there his van was purchased right after me and the motor is going out ! The garage is not taking time to properly repair the issues and leaving people in unsafe traveling

  Business Response

  Date: 05/15/2025

  In response to ***** ********** complaint filed 05-12-2025.
  On October 16th,2024 ***** ********* and ***** ******** purchased a 2007 Acura MDX from our Belair, Md location. Our service records indicate on December 6th,2024 our service department replaced the Intake gasket, Valve cover gasket, Coil, Coil kit, Spark plug and adjusted valves on both banks. This service was made under D&D Motors Policy resulting in no charge to the customers. No follow-up concerns or complaints were made to our service department regarding this repair.
  A little more than a month later, on January 14th***** D&D Motors service department replaced front and rear brake pads and rotors due to a shaking the customers had noticed when applying the brakes to come to a stop. Our service department also noticed the vehicle was low on engine oil, At this time they added oil and replaced the oil filter.  This service was covered by the couples extended service contract and the deductible was forgiven. No follow-up concerns or complaints were made to our service department concerning this repair.
   May 8th***** Mrs. ********* dropped off her vehicle to have the service department diagnose a steering issue. ************* explained she was going out of town until Sunday 05/11/2025 and had told our service department she would pick the vehicle up once she returned. ************* did not inquire about the use of a rental vehicle, nor did our service department offer her a rental due to her poor history with use of our rentals vehicles in the past.  
  While ************* was out of town, it was determined the vehicles rack and pinion did have a minor leak. Our service department did contact Mrs. ********* and explained with the minor leak the vehicle was safe to drive and address her concerns with explanations.
  On Monday when Mrs. ********* returned to pick up her vehicle, she didnt enter the service department. She had asked previously, in her last phone conversation with service to place her keys in her vehicle for when she stopped in to pick up.
  The confusing part of this complaint made by Mrs. ********** is her desired settlement to repair the issue. D&D Motors had planned to fix the vehicle as soon as ************* can schedule to bring in her vehicle for the repair. The replacement part had already been ordered on Friday May 9th ***** and has now arrived. 
  As for the replacement part being used, D&D Motors has had poor experiences with the functionality and durability of these aftermarket rack and pinions, In such cases, it is a normal procedure to obtain low mileage, good condition however, used factory part to strengthen the outcome with this type of repair.
  Mrs. ********** repair will be covered through her extended service contact with Assured vehicle protection company.  ************* will only have a $200.00 deductible owed for this repair.
  D&D Motors ask that Mrs. ********* call to set up a date and time to help meet her schedule for this repair. ************ Ask to speak with *** ****.  

  Customer Answer

  Date: 05/19/2025

  
  Complaint: ********
  
  I am rejecting this response because: once again I pay for the extra coverage and they lied I ask each time Ive taken it if more than oil change to help with rental which my extended warranty covers of more than 24 hours and I ask so I dont lose work so I can make my payments yet in this they said I havent I have witnesses as well as poor rental history is one time a truck parked in my blind spot on their lot and I did back into my he truck yes but you look at *********************** and ********************* rental for months I have perfect rental usage so there for in pay extra for rental on my extended warranty but that statement shows they will never give me one no matter what I am paying for ? Is this fair no I dont think it is and why am I paying extended warranty for no rental as well making ****** paymen A every two weeks as well as extended warranty that costing me 200 to repair my car I could do just as cheap with used part and labor for them to know big job but will never give me rental by that statement shows! I should be refunded my extended warranty fees then as well as taken off if I would be never receive a rental on their lot that I pay to have in that warranty ! I had amazing dealings first two times but yet now this time its been real let me down situation 
  
  Sincerely,
  
  ***** *********.         

  Business Response

  Date: 05/24/2025

   

  May 24th, 2025 

  D&D Motors was led to believe Mrs. ********* was satisfied with bringing her vehicle in for us to repair it. Mrs. ********* spoke with our service technician (*** ****) concerning the replacement of her Rack & Pinion. Mrs. ********* scheduled to drop her vehicle off on the evening of Tuesday May 20th,2025, for our ******* Garage to repair her vehicle. Mrs. ********** vehicle would have been completed and ready for her to pick up on Wednesday the 21st.
  For reasons unknown to D&D Motors, Mrs. ********* never showed? Mr. **** had called Mrs. ********* to reschedule on Thursday the 22nd and Friday the 23rd. ******* had left messages; however, he never received any response back from Mrs. **************************************************************************************************************  Mrs. ********* is aware, as she mentions in her response, her service contract has a $200.00 deductible per repair. This amount is due upon the completion of service on her vehicle. This was re-discussed at the time, she had set up her appointment with Mr. *****
  D&D Motors has attempted to be generous and has waived this deductible twice, as a courtesy to Mrs. ********* on the first two repairs. Therefore, if Mrs. ********* has changed her mind about moving forward with the repair, due to concerns of usage of a rental vehicle,D&D Motors will pay for one day use to a rental company Mrs. ********* contract for herself, such as Enterprise.  This decision is based on the repair needed for her ***** will take about 6-8 hours to complete.
  D&D Motors wants to have Mrs.*********s vehicle repaired as soon as scheduling allows. We hope to receive a call from her soon to make these arrangements. This can be set up by calling *** **** at *************  

• Initial Complaint

  Date:02/24/2025

  Type:Customer Service 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 currently have 2 car loans through D&D Motors. My most recent loan for a Chevy Equinox in January 2025. Part of the agreement for the vehicle was to file my taxes with the company for the down payment to which they took 5k for the the down-payment of my $6470 federal *** return. Both payments on my vehicles are never late, and cost me around $1100 total a month in car payments alone. My state income check went to the business 02/14/25, they advised they would cut a check for me 02/17/25 after 3:30 it could be picked up. I told the company due to being in the police academy in VA I could not pick up the check until Friday 02/21/25. I spoke with the company when they called me on 02/19/25 to advise the check was there and waiting for pick up. I advised them i would be in Friday. I was told that was fine but I needed to come after 11:30 due to Loretta not coming in until after that time. I arrived at 1pm 02/21/25 after driving 1.5 hours one way to the dealership and was told Loretta was not in and no one else could release my check. I called again today 02/22/25 and was told to try again maybe Monday but no one is there that can release me my money. They advised they will not mail the check, I can only pick up on Fridays or Saturdays due to my work schedule. Now the company is withholding my *** check during *** season with no back up of anyone who can release these funds to customers but if I was a day late on my payment the company would turn off my vehicles with their passtime device (starter interrupter). Seems very unfair to have customers driving 1.5 hours to retrieve their *** checks and no one there to release them or any date to which they will be available for release. The company is offering no resolution to this issue and just stating no one is there to release the check, try again another day.

  Business Response

  Date: 02/25/2025

  After looking into Mrs.
  ******** *******'s complaint. I have learned that a D&D Motors representative
  called to let her know her state income *** had arrived. The system notes show
  Todd L***** called Mrs. ******* 02/19/2025. Mrs. ******* didn't answer, and Mr.
  L***** left a voice message. Later Mrs. ******* returned the call and said she
  would be in to pick up the check on Friday the 21st.
  Mrs. ******* had called
  on the 17th to inquire about the status of her refund. She was told by
  an employee it should be ready on the 18th by 3:30pm. It was also
  explained she would receive a call once it was ready to pick up.  Unfortunately, it stayed in the pending status
  until the following day.
  The next system notes
  also show Mrs. ******* calling on the 24th of February after receiving another message
  from Mr. L*****, making her aware that her federal return had now been released.
  Mrs. ******* had again, let us know due to her schedule she could not come in
  until Friday the 28th. 
  Mrs. ******* also had in
  her complaint; D&D Motors was unwilling to mail her the refunds. It is
  explained in advance prior to the purchase, documentation would have to be signed
  once funds were released. Including the check for her down payment that is in
  the agreement listed in her contract. This is why her refund checks couldn’t be
  released and simply mailed without the signatures required by *** ***
  processing company.
  It is also our
  understanding that Loretta and 4 other employees were out of the office with
  the flu the day Mrs. ******* came in to claim her State refund check. This was uncontrollable
  and left us with no one who was trained in providing the correct documents and
  state check.
   Mrs. ******* is a valued repeat customer of
  D&D Motors. As a result of whatever confusion that has occurred with dates
  or uncompilable expectations. D&D Motors wishes to maintain a great customer
  relationship. Our discussion and resolution with Mrs. ******* are to meet with
  her, have her sign the required documents and drop off her check/s. Mrs.
  ******* will also be given a $100.00 check to refund her for her trip to the
  dealership on the 21st of February.  

• Initial Complaint

  Date:07/22/2024

  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.

  When we got the car engine light was on that said it wasnt that the light would shit off and it didnt. had someone look at had 9 codes on it. Next two days the gas gauge wasn't working they towed it from bottom of our hill, told us there was nothing wrong with it which it was I took it to three mechanic shops they all told me this car has major issues so the next time car blew up it was knocking so I took it to lavale Maryland not where I got ot place i got the mechanics and woman in service department are rude i had lavale d&d fix it the just put a used motor in costing 5,900 with have 53,000 miles on it they put other parts in it along with it plugs censors coolant so we payed them 100 each time fix it well gave us a rental for a week in half got car back husband took it to.work they shut car off for payment we got payment paid turned back on well my husband had it in upper tract sitting for few days it wouldnt start. Well he went bought a new battery for $170 needed a alternator well put new battery in he drove down road little ways car was smoking and caught in fire so .y husband had the car towed by hendricks towing payed him $150 tow it to.our house so we called lavale told them they told us this was our fault we said no they had someone tow it this weekend on 07/22/2024 took it to lavale for them to fix it. It just sucks and stinks we have put so much money in this car had so much trouble I've had two other neighbors have trouble with them also we have 3 kids just want this car fixed or they need give me another car im.not dealing with it. My husband told them he can't pay a payment on car if it isn't working they just think it is funny. Barton Maryland would even put. Coolant for air conditioner when it wasn't working they was goin to charge us took it to lavale they fixed it for us for nothing. But one of mechanics at lavale Maryland told my husband they don't fix them way it supposed to they are told half fix it get them out guy told my huby say nothing.

  Business Response

  Date: 07/23/2024

    On February 6th, 2024, Francesca ***** &
  ****** ***** purchased a 2013 Chevy Traverse. Both ********* * ****** had
  been told prior to purchasing, the vehicle had a faulty timing chain codes
  issue. The vehicle had been repeatedly & thoroughly examined to assure this
  conclusion & diagnosis of why the check engine light remained on. 
  Customers signed a document acknowledging they were aware D&D Motors would
  not be pursuing anything further for the faulty code unless it became a drivability
  issue. Customers were not told the light would go off as stated in the
  complaint. The ***** provided proof they were aware.  See document
  provided. It's the 3rd document they submitted.  
  Around two weeks later, The *****’s suspected the gas gauge
  was not working properly. They said they had been adding small quantities of
  fuel & felt the gas light was coming on to soon? They had also mentioned
  they believed it could have been a possible gas leak. The Vehicle was brought
  in & showed no indication of a leak or gauge issue. A short time later, after
  the vehicle was returned to the couple they called again. The customer
  continued to insist there must be an issue with a leak or gauge reading as the
  vehicle had currently shut off at the bottom of a hill. As a result, the
  vehicle was towed back in to be diagnosed again. The only finding was the
  vehicle was out of fuel. Fuel was added by D&D Motors, then the vehicle was
  driven and reexamined again before the customer was called with the
  conclusion/findings.
  Mr. & Mrs. ***** called the beginning of May, stating
  their vehicle had shut off while sitting at a stop light. Our Barton Garage
  location attempted to get the couple to set a date to have the vehicle looked
  over for any cause of this occurrence. Customers appointment was set for May16th.
  Unfortunately, customers never showed up for the appointment or rescheduled.
  Complaint was closed as a result. 
  It wasn't until the Middle of June 2024 until we heard
  anything from the *****'s concerning any other mechanical concerns. This was
  when the customers decided they would prefer to work with our Belair service
  location. The customer explained the vehicle was not running properly & now
  had a loss of power. This was confirmed during a test drive and with new codes being
  thrown, indicating the engine had issues and would need replaced. It was also
  determined the vehicle had no engine oil at the time the vehicle was examined.  Customers was placed in a rental car until replacement
  of the engine was completed. The customer was charged a $100.00 deductible for
  the completed repair per their Service Contract agreement.
  On the 13th of July ****** called the
  Belair Garage & said they had to repetitively jump start the vehicle. He
  also said the battery light continued to come on. ****** was given the option
  to set an appointment with our garage or to take the vehicle to ************
  **** ****** in Moorefield, WV (a garage much closer to his residency). Mr.
  ***** said he would call ***** at ************ on Monday July 15th.  We didn’t hear anything further from the
  couple until July 20th. Mrs. ***** called saying the vehicle had
  caught fire. It was during this conversation Mrs. ***** told us they never took
  the vehicle to ************. Mr. ***** & a friend had replaced the battery
  themselves & were “trying to figure out the Alternator”. Afterwards Mr.
  ***** attempted to drive the vehicle home. This is when the vehicle had an
  abundance of smoke coming from under the hood convincing the couple the vehicle
  had caught fire. We had explained we would need to look at the vehicle to
  understand what had happened creating this occurrence.  A tow company was contacted to bring the
  vehicle to our Belair Garage. It was at this time we could see the Alternator
  pully had locked up preventing the proper belt rotation. This created the smoke
  the *****’s believed to be a fire.
   D&D Motors has
  now replaced the alternator on the vehicle & assured all is in good working
  order.  Conclusion, Mr. & Mrs. *****
  owe for the repairs & the tow.  D&D Motors doesn’t owe $498.00 to
  customers. 

  Customer Answer

  Date: 07/24/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  There is things not true on their statement at all now we can’t have car back think it is our fault for what is wrong with it now
  
  Sincerely,
  
  
  
  ********* *****

• Initial Complaint

  Date:02/29/2024

  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.

  Car was sold to me with several issues. Engine oil leaks, compressor issues, heat and a/c issues, transmission issues. I immediately told them about the leaking oil and I was talked down to and lied to and told there was no leaks. After paying out of pocket to 2 other mechanics D&D FINALLY “rebuilt” my motor. I continued to have issues and left that day with my car smoking and was told it was because of the rain and nothing was wrong. I also told them my heat and a/c was not working properly. Eventually my heat stopped working altogether. They “fixed” that so it now has heat but still goes from extreme hot to extreme cold for no reason. I had to pay a $100 deductible for that repair. I was also told the a/c compressor was bad and I would have to pay another $100 deductible. After questioning what work was done on the car prior to the purchase, I was told the compressor was already replaced and they would replace it again free of charge. After just a couple weeks I was back in for a noise that sounded like metal in a tumbler. They again said it was the compressor and replaced it AGAIN! This is now the THIRD compressor they have put in! The transmission is still shifting horribly, the heat is not working as it should and after driving away today after the compressor was replaced, there is now ANOTHER new noise!!!! Every single time I go there, I am lied to, my car isn’t fixed completely, I have another issue pop up etc. I use this car for work. Without a car, I cannot work. They know this. They give a “rental” but only allow 150 miles per day. That isn’t much for someone that uses their car for work and they know this! I have asked repeatedly for a different car as this one is obviously junk and they have refused. They only used refurb parts and nothing gets fixed long term, only a bandaid! The car is not reliable and not safe and should not have ever been sold to begin with!
  
  These issues have been addressed at the McMullen hwy location and the Barton location.

  Business Response

  Date: 03/07/2024

  October 02nd 2023 Mrs. ***** ******* purchased a 2015 GMC Terrain from our Belair store. Our service records show Mrs. ******* called our service department with a concern of a Oil Leak. On 10-05-2023 our technician checked the vehicle and found the crank seal to be wet. No drips. The technician replaced the cabin air filter and cleaned up the crank seal part, he advised Mrs. ******* to schedule a follow up appointment in two weeks, allowing a recheck for any possible leaks. No other issues was found. On 10-18-2023 Mrs. ****** brought the vehicle in for a follow up. She had driven the vehicle 1,709 miles in a two week period. Technician checked all fluids. All fluids remained full with no indication of a leak. technician pulled the history on the vehicle prior to the sale of the vehicle to Mrs. ****** and learned the crank seal had been replaced prior. The wetness was a result of the old leakage not being cleaned off the part completely. Mrs ***** had no cost for this service.

  11-13-2023 Mrs. ******* brought her vehicle back for service work. She had complained of a noise coming from the engine. Not much time had passed from her last visit, however she had driven over 3,639 miles since the last time we had looked at the vehicle. As a result we did find an issue. This resulted in D & D Motors replacing the Head Gasket, Engines Pistons and Rings, Timing Chain, Intake Gasket, Exhaust Gasket and a few miscellaneous items to repair the vehicle properly. Mrs. ******* was given a rental vehicle while her vehicle was repaired. Mrs. ******* was only charged $100.00 of the $200.00 Deductible owed as stated in her extended contract. The customers Service Contract took care of her repair cost.

  01-31-2024 Mrs. ******* contracted our service department because her heat had quit working. Our Belair service department did not have an opening to repair her vehicle the same day. Due to extreme cold temperatures our Barton Store agreed to fit Mrs. ******* in to diagnose her vehicle. Our technician said the Heater Box had went bad. He was going to have to order the parts needed. He did come up with a temporary solution for her heat to work until we received the parts needed to fix her vehicle. At this appointment our technician noted an additional 9,436 miles was added since her last service need. Mrs ******* was only charged $100 towards the $200.00 deductible owed.

  02-14-2024 Mrs. ******* brought her vehicle back to the Barton Service department. The Reman Compressor purchased from ******** prior to Mrs. ******* purchasing the vehicle was bad. We explained this would be no cost to her and was covered under ********. Unfortunately, the replacement the sent was also defective. ******** did agree to replace it with a new Compressor, apologizing for the inconvenience the had caused for our customer. We did provide a rental vehicle for Mrs. ******* to assure she could travel as needed.

  I have uploaded all of Mrs. ******* repair orders for your review as well to assure clarity concerning Mrs. ******* claims. We stride hard to maintain good service to our customers. It is D & D Motor's belief, We have accommodated above our service agreement, service contract and warranty to please Mrs. ******* We have waived deductibles and costs of rental deposits. etc. Believing we had kept Mrs. ******* happy with deduction and her service for her vehicle. It was a huge surprise to receive her complaint.

  Mrs. ******* mentions in her statement she now has another noise. This has not been mentioned or reported to our service department. We will gladly look into her issue and can invite the option of another opinion with another facility is Mrs. ******* wishes. She can request this option when she let us know what is happening with her vehicle.

• Initial Complaint

  Date:01/01/2023

  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.

  I purchase my vehicle the end of February/march 2021. Ever since I got the vehicle I was having issues. My first issue was my axel it was making noise when I bought it they said I could bring it anytime that was convenient for me. Secondly my wiper motor went out of the car around mid march. Then finally my engine blew in may of 2021. When it went to the shop for the warranty work I paid separate deductibles for each issue. Once I got my car back after a replacement motor it said they replaced the intake and clutch kit which I though the intake would be automatic and I shouldn't have had to pay a deductible but I did. I get my car to take home and as soon as I am going down the road my traction control light is on and my check engine light I go back and they say there is a misfire that I need to take it home and set up an appointment to have it checked again. Well I set up an appointment for that and the axel because it still sounds bad. They tell me it was a faulty axel and they would have to reorder and put a new one on. The misfire they said could be fixed with spark plugs wires and coil pack. They send me home and said they would call when the parts were in for the appointment. The parts came in I set an appointment and came back they "put in plugs wires and coil pack they say" when it was just plugs and wires. I go down the road and lights are on again. I went back with a new appointment they mess with the misfire and say it's fixed drive down the road and the traction control and Check engine comes back on. I take it back and they tell me I can have another garage look at it. The other garage looked and said it needed a Cat the car was replaced and the lights still came on fast forward to today and it has been over a month and multiple phone calls to get coil packs approved to be replaced as well as the wheel bearing that had been bad for a while that they did not notice with the axel but should have. I am behind 2 paymentsdon't I should have to pay until fix

  Business Response

  Date: 01/09/2023

  Mrs. **** purchased a vehicle on 02-02-2022. On 04-20-2022 the vehicle was brought to our service department, The diagnosis was a defective CV Axle & a wiper motor, Both was replaced. We did discover later & correct the CV Axle a second time after finding the part sent was not compatible with her vehicle. On 05-03-22 the vehicle was towed to our garage, Diagnosis was a blown engine, & Wind shield wiper Motor. We replaced engine & the Intake. The part warrant for wiper motors wasn't covered due to the damage had been caused when customer ran motor without thawing from ice. Customer was given a rental until repairs was completed. Vehicle was driven by a Service technician before returning to Mrs. ****. Later towards end of day customer said vehicle She had light that had came on the dash indicating another issue? We then replaced the cool pack and spark plugs believing this was the cause of the random misfires. This is when Mrs. **** wanted to take the vehicle to a garage in Morgantown ( ***** **** ******), Their Diagnosis was vehicle needed a converter replaced. We paid for replacement of converter that was not covered by Mrs. ****'s service contract (as a good faith item). Recently Mrs. **** had taken the vehicle back to ***** whom called saying the vehicle needed a wheel barring and another converter. We agreed for them to service the wheel barring only, the converter would not be covered a second time. We sincerely dislike that Mrs. **** has had her vehicle serviced several times. We have taken many measures to assure her satisfaction as mentioned above with servicing an item not covered by her Service contract, Providing a rental at no cost, agreeing to service with another garage of her choice an not charging an deductible for each service need. As a result she has paid $300.00 in deductibles as a result of the agreement of the Service contact. Mrs. **** is still responsible for her financing obligation in purchasing a vehicle. This is a separate contract.

  Customer Answer

  Date: 01/13/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  I did realize I had my dates wrong and my phone put 2021 rather than 2022. My warranty does cover wiper motors. I never had my wipers on before ice was unthawed. This being a used vehicle it could be from other owners. Before I had my blown engine I had no lights on my dash. Ever since the engine was replaced the check engine and traction control light keep coming on. The computer says it is a misfire. This was thought to be fixed with spark plugs. When I spoke with the garage about needing coil packs they said they did not replace them with the spark plugs however the day it was done they told me they replaced coil packs and spark plugs.when my rental was provided it was $100 security deposit. I got this back when I returned the car in the condition it was gave in and because I didn't go over my mileage. D and d provides rentals depending on issues with the vehicle. After 24 hours. My big thing is that I am being told I need to pay a deductible for the coil packs to be replaced. I feel I paid a deductible for it by paying the deductible for the engine and intake. The intake should be covered with the new motor as well as spark plugs and coil packs. This should all have been replaced along with the motor. This is a continuous issue that I can not get resolved and has become very stressful and upsetting. I just want my car to run right. Have the power it should, not suck gas the way it does when this vehicle should be good on gas. The car keeps having issues after they do something to it. I had something done with my air conditioning system and now my defrost don't work. I got a new engine put in however my receipt just says intake. Now the dash lights are constantly on. My car has been parked or in a shop more than I have got to drive it is how it seems. I just would like whatever is cause if the misfire to be covered and not have to pay a deductible even if it takes a few parts since it was not an issue before the blown motor. Thank you
  

  Business Response

  Date: 01/17/2023

  Mrs. **** has not been to our Service Department since 05-03-2022. She now is listing items of concern that have never been discussed with our service department, ( Excessive gas usage & Defrosters that are no longer working due to some type of work she had done elsewhere with her Air Conditioning? ). ***** Repair company has never mentioned any of these issues, nor the Coil Pack replacement or Spark plugs. I've uploaded the repairs made by D&D Motors, The ***** repair invoice sent to us for her initial service needs with the miss fire, as well the Inspection certificate showing the wiper motors were in working condition and not damaged from a previous owner. Mrs. **** states the wiper quit working mid March ( A month after her purchase ) The Service Contract has an $100.00 Deductible for each covered repair item. This was the amount needed to correct the issue. As mentioned before we have only charged $300.00 total in deductibles for multiple repairs, and have covered other items to accommodate Mrs. **** at no charge. ***** has contacted us a second time on (01-11-2023 after the replacement of the the O2 sensor and converters (07-02 2022). ***** had said the vehicle needs a Wheel Bearing and another converter. We agreed the Wheel Bearing would be covered all but the $100.00 deductible owed by Mrs. ****. ***** was told they would need to contact Advance Auto ( The Parts Provider )if the Converters they replaced were faulty & the cause of the lights that are coming on as described in Mrs. ****s reply. In the initial complaint Mrs. **** didn't want to make her car payments until the vehicle was fixed. Now her complaint is the deductibles required. Mrs. ****s service contract is a 24 month or 24,0000 miles coverage. This type of Service contract is offered to protect the customer from the majority of a mechanical repair cost, however a deductible is collected for each repair needed. Mrs. **** has a responsibility to pay her deductible for each covered repair to be made, as well as continuing to make her loan payments on the vehicle itself as agreed upon in her contract.
  

  Customer Answer

  Date: 01/23/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  I have been going to ***** repair because I was told I could use my own garage that would be closer to me. It is about an hour and 20 minute drive to D and D motors compared to 30 minutes to *****. It took a lot of my time and miles to come to D and D service department. I would have to bring it to be looked at and then scheduled another time for repairs.
  
  
  
  The issue with my car taking excessive gas is due to whatever is causing the misfire in my car. My car did not have a misfire or any dash lights on until the motor that D and D had replaced was put in. My car did not seem to use much gas before it had blown the motor I had paid a deductible for. I believe the replacement motor should not have had any issues with it. The fact that it did I do not believe a deductible should have to be paid for anything that is to fix the misfire. The deductible was paid when I got the replacement motor. The replacement motor should have had new coil packs, intake , sparke plugs on it.
  
  
  
  My defrost issue was discussed with ***** repair. I have not had to use my defrost since D and D put a new blower on my car as well as a new knob for my settings in the car. My defrost did work during the winter last time I used it. Now I have tried to use it and it don't. Work. I beleive whatever needs repaired for this should be covered with no deductible since D and D messed with the air system and now my defrost does not work.
  
  
  
  My initial complaint was about my deductible and not making a payment on the vehicle while it is in a shop and it took a month of back and fourth to get approval to be fixed.i have no issue making my car payments when my car is not in the shop for so long waiting for approval. I do not mind to pay my deductible for parts as long as it is not related to my motor. However when it is something like my coil packs I should not have to pay a deductible because it was an issue I have had since my motor was replaced.
  

  Business Response

  Date: 01/24/2023

  Mrs. **** was told she could use a Repair facility of her choice for a second opinion and/or service. This has never been an issue with D&D Motors or her Service Contract provider=(******* ******* ********** ** ***). No claims from any facility has said there's a problem with the replacement of the engine done at our garage. ***** **** ****** had given a diagnoses of what they believe the vehicle needed to correct the misfire issue.(I provided a copy of ****** diagnoses in my last response, as well the repair orders with parts & expenses). ***** then provided the repairs to correct the issue concerning the misfire last summer. ***** had contacted D&D's Service manager (Dean H******), explaining the vehicle now needs a Wheel Barring and another replacement of the Converter. (***) has a contract with Mrs. **** that states the coverages provided. D&D Motors is not the Service contract provider and has nothing to do with the items they will or won't cover. ***** has been handling her service needs. ***** has contacted us due to our familiarities with the services contract an to assure coverages, deductibles, etc. with (***)for the customer. Dean had suggested If the misfire issue has reoccurred due to a faulty part ***** may want to contact the Part Supplier (**** ****) to see if the part has a warranty for replacement. We are relying on the information given to us from the Service Technician at *****. We have not been told this vehicle needs a Coil Pack or Spark Plug's? Mrs. **** says she believes the engine replacement should have included new Coil Packs, Intake, and Spark plugs. Unfortunately this is not how it works. Engines are sold as blocks & Heads only, anything else is consider separate parts and would have cost Mrs. **** more money if replaced. It is not the practice of D&D Motors to create unneeded expense for anyone.