Business Profile

Used Car Dealers

National Motors, Inc.

This business is NOT BBB Accredited.

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Current Alerts For This Business

Pattern of Complaint:

BBB files indicate that this business has a pattern of complaints concerning service, repair, customer service, and refund/exchange issues. On 12/18/2024, BBB submitted a written request to the company encouraging them to address the pattern of complaints. As of 12/18/224, BBB has had no response. BBB encourages consumers experiencing these or other issues with this business to report the incident to:

Maryland Attorney General’s Office - Consumer Protection Division

BBB will continue to monitor this business.

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
07/18/2024
Complaint Type:
Product Issues
Status:
Unanswered
The business failed to respond to the dispute.
I purchased a Chevy Silverado approx. 6 weeks ago from the dealership. By the 2nd day the check engine light was on and the AC was not working. They said the catalytic converter was the reason my check engine light was on. I have taken it back 3 times for the issues to be fixed. The problems have still not been resolved and now I've been in contact with multiple people at the company with no resolution. I've been hung up on, told I'm outside of my warranty window even though its still the same issue, the tech has no idea how to fix it. I just want my truck fixed and for it to be done by someone that is actually going to make sure it's not just a bandaid long enough for me to get out the door and be pushed off
Initial Complaint
01/23/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
In May 2023, we purchased a 2012 Jeep Wrangler from National Motors, 8528 Baltimore National Oike, Ellicott City, MD. Unfortunately, the Jeep was totaled in early November 2023. We purchased GAP Insurance, and unbeknownst to us, we also purchased an extended Warranty. Our insurance paid the Actual Cash Value of the vehicle to our financial institution, ******* *** **** fairly quickly. ******* *** in turn, filed a GAP Insurance claim. The GAP Insurance is requiring proof of a Warranty Refund. According to ******* ***, they would contact the dealer on our behalf. After a MONTH of attempts, ******* *** came back to us and put the responsibility of contacting the dealer on us (I'm sure in hopes that we could reach them easier). Every time I call, I get a response that the person I need to speak with is either out of the office or with a customer (with no return calls). Leaving a message is useless because no one returns calls. Oh, and all calls go to full voicemails. After 2 straight weeks of calling and leaving messages, I finally reached 1 person who was able to determine that we apparently did purchase a warranty, which needs to be cancelled. She claimed she forwarded the information to the person who was in charge of cancelling it. After calling for 2 more straight weeks, I finally reached that person who claimed to know nothing about it and wasn't the person that handles warranty cancellations. If I get no response today, tomorrow I will drive all the way out to Ellicott City after after I get off work and see what I can get done in person. Due to weather, illness and holidays, I have been unable to do this until now. I guess they will see my face every day until I see an answer. This is the absolute WORST company I have ever dealt with. I just want proof of the warranty refund amount (they couldn't tell me the amount) and proof the refund is being processed. I am stuck making payments on a totaled vehicle while we wait!
Business response
02/02/2024
ORIGINAL DOCUMENT SHE WAS ASKING HAS BEEN PROVIDE HER THANKS MIKE
Customer response
02/09/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that their response is correct. After two in-person visits to the dealership, they finally produced a copy of the documentation showing that the warranty refund is in progress. Now I must wait up to 6 weeks additional weeks for the refund. While my complaint has been resolved, the amount of effort I had to spend to obtain a result is hardly satisfactory to me.

Sincerely,

**** *********
Initial Complaint
11/30/2023
Complaint Type:
Product Issues
Status:
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.
On Oct. 20, 2023 I bought a Mini Cooper from National Motors. My salesman told me that an extended warranty would cover the vehicle “bumper to bumper”. So I paid $2,726 for an extended warranty with Liberty Shield. When I got the car home I noticed a warning light on the control panel. I filed a claim with Liberty which they denied because of “pre existing condition”. So I pretty much decided to cancel the extended warranty with Liberty Shield and called them. I spoke with a customer service rep named Serena. She told me I had to deal with National Motors to do this. I have contacted National Motor’s controller, Marilyn, multiple times. Initially Marilyn told me she would have to talk with Liberty Shield about the matter and that she would get back to me afterwards. She has not gotten back to me even though I have left multiple messages asking her to do so. So I’m looking for help to get my money back.
Business response
12/01/2023
SORRY FOR THE INCONVIENCE, WE DONT OWN THE WARRANTY COMPANY WE JUST SELL THEIR PRODUCT, IF YOU WANT TO CANCEL THE WARRANTY THERE IS NO PROBLEM, JUST SEND ME THE LETTER WILL SAY YOU WANT TO CANCEL YOUR WARRANTY FOR THAT RAESON, WRITE YOUR VIN NUMBER, MAKE MODEL OF THE CAR AND LAST MILEAGE SHOWN ON THE CAR I WILL CANCEL IT FOR YOU, IF YOU FINANCE THE CAR REMANING BALANCE WILL GO TO BANK IF YOU PAID WITH YOUR OWN MONEY RETURN WILL BE COME TO YOU, EMAIL ME THE INFORMATION THAT I AM ASKING FOR MIKEB.NATIONALMOTORS@GMAIL.COM. AGAIN SORRY FOR THE INCONVIENCE.
Initial Complaint
05/02/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased a 2017 Kia Sorento on March 20,2023 from National Motors Inc . The check engine light was on so they needed to do some work on the vehicle. Salesperson Patricia called me on the 23rd of March 2023 and told me I could pick the vehicle up and the problem was it needed new spark plugs. I picked the vehicle up and the check engine light was not illuminated so I assumed the vehicle was ok to take. On 4/21/2023 I attempted to have my vehicle go through Delaware State inspection. The vehicle failed inspection due to a cylinder 2 misfire and the check engine light did not illuminate when the ignition was turned on. I called National Motors and told them the car had failed inspection. They said bring the car in. On 4/23/2023 I noticed there was a black piece of tape covering the check engine light keeping me from seeing if there were any problem with the car. This tape will keep me from ever passing Delaware state inspection. This tape was not there when I purchased the car since the check engine light was illuminated. National motors inc deliberately covered the light to hide ant problems with the car. I do not trust this dealership and feel I should be able to return the car and get out of the contract.
Business response
05/25/2023
Mr. ***** brought his vehicle back to National Motors and a new Engine was put in the vehicle. He picked the vehicle up on May 24th, 2023 and everything was taken care of.

Customer response
05/25/2023

Complaint: 20000638

I am rejecting this response because: This matter is not over.***** was committed by covering up the check engine light and the engine was said to be replaced but I should have been out of the contract once the ***** was committed and was not given that option.I was also promised a warranty on the engine and it was not produced and neither was the work completed on the vehicle. So I have a vehicle with zero proof any work was done and by whom. The $1200 that I was promised to be payed for the rental car was not paid so the case is not over. Finally all of my personnel items that were in the vehicle were thrown away by National motors during the time the vehicle had been dropped off to have work done.Over $1,000.00 worth of items and money were taken from the vehicle. The exact quote from the manager was "*** ******** ******* ** *** * *** *** ** **** ***** ********** ****" . So this case is far from over. National Motors owes me money and have not made good on their promise to pay it. I will not agree to any terms until my money is paid.

Sincerely,

***** *****
Initial Complaint
03/28/2023
Complaint Type:
Service or Repair Issues
Status:
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.
Signed documents and gave deposit for vehicle on 3/3. Brought check from bank on 3/6 and drove vehicle off lot. Check engine light came on within 24 hours. Contacted dealership and brought vehicle back for diagnosis, was provided no timeframe/additional information after two business days. Took vehicle back, brought to trusted 3rd party mechanic. Diagnosed vehicle as needing new engine, quoted at more than 3/4 price of vehicle. Request to reject vehicle on basis on faulty purchase/inability to drive/use was denied. Dealership acknowledged 50/50 warranty, vehicle was towed back to dealership. Diagnosis confirmed, no repair estimate ever provided. All communications currently being ignored. Currently in contact with legal services, local news networks, MVA, and Howard County Government and will proceed as needed should this final attempt at resolution be ignored.
Bureau response
03/31/2023
Samantha *****
**** ******** ***** *** *** * ****** ******* *** *****

Dear Samantha *****:

Better Business Bureau (BBB) has received the complaint that you submitted on 3/28/2023 against National Motors, Inc.. For your records, this complaint was assigned ID ******** in our system.

Before BBB can proceed with the conciliation process, we need some clarification from you on the following issues.

***Our office received a voicemail advising that you were concerned that there is information missing from the complaint. Please feel free to review you complaint below and advise if any additional information needs to be added (in writing).

Once clarification has been received, BBB will be able to continue processing of the complaint. Please be aware that should BBB not receive clarification within 5 calendar days the complaint must be closed accordingly, if you require additional time to provide a response please let me know and I can provide you an extension.

If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
To access/respond to this complaint online:
Go to: ****************
Enter the following code: **************
Thank you for your prompt reply.

Sincerely,

Lisa ****
Dispute Resolution Team Leader
***********************
Phone: ###-###-####
Bureau response
04/06/2023
Michael *******
National Motors, Inc.
**** ********* ******** **** ******** **** ** *****

Dear Michael *******:

Better Business Bureau (BBB) has received additional information from one of your consumers. The original complaint was submitted on 3/28/2023 and was assigned an ID of ********* Below is the information provided by the consumer. BBB requests that you please review this information and respond within 7 calendar days of receipt of this notice. All responses will be copied to the complainant.

If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
To access/respond to this complaint online:
Go to: ****************
Enter the following code* **************

Please understand that the consumer’s complaint and your response may be publicly posted on the BBB Web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.

If you should have any questions or concerns, please do not hesitate to contact me.

Sincerely,

Lisa ****
Dispute Resolution Team Leader
***********************
Phone: ###-###-####

CUSTOMER EXPERIENCE INFORMATION

Customer Information:
Samantha *****
**** ******** ***** *** ****** ******* ** *****

Daytime Phone: ###-###-####
E-mail: ******************************

The details of this matter are as follows:
Complaint Involves:
Repair Issues

Customer’s Statement of the Problem:
Signed documents and gave deposit for vehicle on 3/3. Brought check from bank on 3/6 and drove vehicle off lot. Check engine light came on within 24 hours. Contacted dealership and brought vehicle back for diagnosis, was provided no timeframe/additional information after two business days. Took vehicle back, brought to trusted 3rd party mechanic. Diagnosed vehicle as needing new engine, quoted at more than 3/4 price of vehicle. Request to reject vehicle on basis on faulty purchase/inability to drive/use was denied. Dealership acknowledged 50/50 warranty, vehicle was towed back to dealership. Diagnosis confirmed, no repair estimate ever provided. All communications currently being ignored. Currently in contact with legal services, local news networks, MVA, and Howard County Government and will proceed as needed should this final attempt at resolution be ignored.

Desired Settlement:
Other (requires explanation)
Refund; Contact by the business

Additional Comments from Consumer:

Bureau response
04/13/2023
Michael *******
National Motors, Inc.
**** ********* ******** **** ******** ***** ** *****

Dear Michael *******:

This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 3/28/2023 and was assigned an ID of *********

BBB forwarded you a complaint filed by Samantha *****. We have not received your response in the time frame allotted. If you have responded directly to your consumer and reached a resolution, let us know so our records are current. If this was a simple oversight, please provide your response at this time. BBB understands that there are two sides to every story is interested in your perspective.

In the interest of time and good customer relations, please provide BBB with written verification of your position in this matter within 7 calendar days.

We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer.


If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
To access/respond to this complaint online:
Go to: ****************
Enter the following code: **************

Please understand that the consumer's complaint and your response may be posted on the BBB Website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.

We look forward to your prompt attention to this matter.

Sincerely,

Lisa ****
Dispute Resolution Team Leader
***********************
Phone: ###-###-####

CUSTOMER EXPERIENCE INFORMATION

Customer Information:
Samantha *****
**** ******** ***** *** ****** ******* ** *****
Daytime Phone: ###-###-####
E-mail: ******************************

The details of this matter are as follows:

Complaint Involves:
Repair Issues

Customer’s Statement of the Problem:
Signed documents and gave deposit for vehicle on 3/3. Brought check from bank on 3/6 and drove vehicle off lot. Check engine light came on within 24 hours. Contacted dealership and brought vehicle back for diagnosis, was provided no timeframe/additional information after two business days. Took vehicle back, brought to trusted 3rd party mechanic. Diagnosed vehicle as needing new engine, quoted at more than 3/4 price of vehicle. Request to reject vehicle on basis on faulty purchase/inability to drive/use was denied. Dealership acknowledged 50/50 warranty, vehicle was towed back to dealership. Diagnosis confirmed, no repair estimate ever provided. All communications currently being ignored. Currently in contact with legal services, local news networks, MVA, and Howard County Government and will proceed as needed should this final attempt at resolution be ignored.

Desired Settlement:
Other (requires explanation)
Refund; Contact by the business

Additional Comments from Consumer:

Bureau response
04/19/2023
Michael *******
National Motors, Inc.
**** ********* ******** **** ******** **** ** *****

RE: Final Notice of Complaint

Dear Michael *******:

This message is in regard to a complaint submitted to the BBB about your business on 3/28/2023 by Samantha *****. This complaint was assigned ID *********

Why am I receiving a "final notice" letter?
Previously our office provided your company with a complaint from the consumer listed above. Our records indicate that we have not yet received a written response from you to address this matter. Please note, this will be our final attempt to contact you about this matter.

How do I take care of this?

Your BBB is requesting a written response to this complaint by (7) seven calendar days, Your prompt and professional response greatly enhances the chance for a successful resolution. We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer.

If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
To access/respond to this complaint online:
Go to: ****************
Enter the following code* **************

What should I include in my response?
Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Copies of any supporting documents can be uploaded to the caselink or forwarded via email, fax, or postal mail. BBB also offers mediation and binding arbitration services to help resolve particularly difficult or
complex situations. These services may be an effective means of resolving the matter without going to court. If you are interested in utilizing these services, please confirm this interest in your written response and your caseworker will follow up with additional information.

What information will be posted to the website?
Please understand that the complaint content and your response will be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your
experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.

What will happen if I do not submit a written response?
Your BBB develops and maintains Business Profiles on companies in our service area. This information is available to the public and is frequently used by potential customers. Your cooperation in responding to this complaint becomes part of your BBB Business Profile. Failure to give attention to this matter may be reflected in the report we provide to consumers about your company and may have a negative effect on your BBB Rating.

What if I've already resolved the matter directly with the customer?
Great! Please just provide us a description of what you did to resolve the matter in writing so that we may update the case and close it out accordingly.

Sincerely,

Lisa ****
Dispute Resolution Team Leader
***********************
Phone: ###-###-####

CUSTOMER EXPERIENCE INFORMATION

Customer Information:
Samantha *****
**** ******** ***** *** ****** ******* ** *****
Daytime Phone: ###-###-####
E-mail: ******************************

The details of this matter are as follows:
Complaint Involves:
Repair Issues

Customer’s Statement of the Problem:
Signed documents and gave deposit for vehicle on 3/3. Brought check from bank on 3/6 and drove vehicle off lot. Check engine light came on within 24 hours. Contacted dealership and brought vehicle back for diagnosis, was provided no timeframe/additional information after two business days. Took vehicle back, brought to trusted 3rd party mechanic. Diagnosed vehicle as needing new engine, quoted at more than 3/4 price of vehicle. Request to reject vehicle on basis on faulty purchase/inability to drive/use was denied. Dealership acknowledged 50/50 warranty, vehicle was towed back to dealership. Diagnosis confirmed, no repair estimate ever provided. All communications currently being ignored. Currently in contact with legal services, local news networks, MVA, and Howard County Government and will proceed as needed should this final attempt at resolution be ignored.

Desired Settlement:
Other (requires explanation)
Refund; Contact by the business

Additional Comments from Consumer:

Bureau response
04/24/2023
Michael *******
National Motors, Inc.
**** ********* ******** **** ******** **** ** *****

RE: Final Notice of Complaint

Dear Michael *******:

This message is in regard to a complaint submitted to the BBB about your business on 3/28/2023 by Samantha *****. This complaint was assigned ID *********

Why am I receiving a "final notice" letter?
Previously our office provided your company with a complaint from the consumer listed above. Our records indicate that we have not yet received a written response from you to address this matter. Please note, this will be our final attempt to contact you about this matter.

How do I take care of this?

Your BBB is requesting a written response to this complaint by (7) seven calendar days, Your prompt and professional response greatly enhances the chance for a successful resolution. We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer.

If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
To access/respond to this complaint online:
Go to: ****************
Enter the following code: **************

What should I include in my response?
Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Copies of any supporting documents can be uploaded to the caselink or forwarded via email, fax, or postal mail. BBB also offers mediation and binding arbitration services to help resolve particularly difficult or
complex situations. These services may be an effective means of resolving the matter without going to court. If you are interested in utilizing these services, please confirm this interest in your written response and your caseworker will follow up with additional information.

What information will be posted to the website?
Please understand that the complaint content and your response will be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your
experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.

What will happen if I do not submit a written response?
Your BBB develops and maintains Business Profiles on companies in our service area. This information is available to the public and is frequently used by potential customers. Your cooperation in responding to this complaint becomes part of your BBB Business Profile. Failure to give attention to this matter may be reflected in the report we provide to consumers about your company and may have a negative effect on your BBB Rating.

What if I've already resolved the matter directly with the customer?
Great! Please just provide us a description of what you did to resolve the matter in writing so that we may update the case and close it out accordingly.

Sincerely,

Lisa ****
Dispute Resolution Team Leader
***********************
Phone: ###-###-####

CUSTOMER EXPERIENCE INFORMATION

Customer Information:
Samantha *****
**** ******** ***** *** ****** ******* ** *****
Daytime Phone: ###-###-####
E-mail: ******************************

The details of this matter are as follows:
Complaint Involves:
Repair Issues

Customer’s Statement of the Problem:
Signed documents and gave deposit for vehicle on 3/3. Brought check from bank on 3/6 and drove vehicle off lot. Check engine light came on within 24 hours. Contacted dealership and brought vehicle back for diagnosis, was provided no timeframe/additional information after two business days. Took vehicle back, brought to trusted 3rd party mechanic. Diagnosed vehicle as needing new engine, quoted at more than 3/4 price of vehicle. Request to reject vehicle on basis on faulty purchase/inability to drive/use was denied. Dealership acknowledged 50/50 warranty, vehicle was towed back to dealership. Diagnosis confirmed, no repair estimate ever provided. All communications currently being ignored. Currently in contact with legal services, local news networks, MVA, and Howard County Government and will proceed as needed should this final attempt at resolution be ignored.

Desired Settlement:
Other (requires explanation)
Refund; Contact by the business

Additional Comments from Consumer:

Bureau response
05/02/2023
Michael *******
National Motors, Inc.
**** ********* ******** **** ******** **** ** *****

Dear Michael *******:

This message is in regards to a complaint submitted to BBB about your business on 3/28/2023 by Samantha *****. This complaint was assigned ID *********

BBB is informing you that this complaint has been closed as UNANSWERED. Multiple communications have been sent to you about this matter; however to date, we have not received a response.

You should be aware that your lack of response is now reflected in BBB's rating of your company. You can view your revised BBB Business Profile on our website at ****************

BBB helps resolve disputes between businesses and its customers. We welcome the opportunity to amend your BBB Business Profile upon receipt of your company's written response and resolution of the dispute.

Sincerely,

Lisa ****
Dispute Resolution Team Leader
***********************
Phone: ###-###-####

Bureau response
05/02/2023
Samantha *****
**** ******** ***** *** *** * ****** ******* *** *****

Dear Samantha *****:

This message is in regard to your complaint submitted on 3/28/2023 against National Motors, Inc.. Your complaint was assigned ID *********

Your Better Business Bureau (BBB) has made several attempts to contact the business regarding your complaint. We regret to inform you that we have not received a response at this time and this case has now been closed as an UNANSWERED complaint in their file. Because we are not a government agency, we cannot force a business to respond.

If the company has contacted you directly and resolved this complaint, please let us know. Should we receive a resolution in the future, we will let you know.

BBB develops and maintains BBB Business Profiles on companies across the United States and Canada. This information is available to the public and is frequently used by potential customers. In the case of your complaint, the business's failure to promptly give attention to the matter will be reflected in the Business Profile.

BBB regrets that we were unable to assist you further and wishes you the best in your future efforts in resolving this matter.

Sincerely,

Lisa ****
Dispute Resolution Team Leader
***********************
Phone: ###-###-####
Business response
08/03/2023
Hello Ms. *****,
We apologize your purchase has not gone well. Can you please update us on the stays of the vehicle and we can proceed from there ? We would be more then happy to provide a free diagnostic check for you.

Thank you
National Motors
Business response
08/03/2023
Hello Ms. *****,
We apologize your purchase has not gone well. Can you please update us on the stays of the vehicle and we can proceed from there ? We would be more then happy to provide a free diagnostic check for you.

Thank you
National Motors
Bureau response
08/03/2023
Samantha *****
**** ******** ***** *** *** * ****** ********* *****

Dear Samantha *****:

This message is in regard to your complaint submitted on 3/28/2023 against National Motors, Inc.. Your complaint was assigned ID *********

BBB has received a formal response from National Motors, Inc.. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.

Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
To access/respond to this complaint online:
Go to: ****************
Enter the following code* **************

Sincerely,

Lisa ****
Dispute Resolution Team Leader
***********************
Phone: ###-###-####

MESSAGE FROM BUSINESS:

Hello Ms. *****,
We apologize your purchase has not gone well. Can you please update us on the stays of the vehicle and we can proceed from there ? We would be more then happy to provide a free diagnostic check for you.

Thank you
National Motors
Bureau response
08/08/2023
Grant *****
National Motors, Inc. **** ********* ******** **** ******** **** ** *****

Re: ID * ******** * Samantha *****

Dear Grant *****:

Thank you for your recent response to Samantha *****. We have not yet heard from the consumer and are closing this case as answered.

Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached. Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."

The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language.

In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer.

Sincerely,

Lisa ****
Dispute Resolution Team Leader
***********************
Phone: ###-###-####
Bureau response
08/08/2023
Samantha *****
**** ******** ***** *** *** * ****** ****** ** *****

Re: ID * ********* National Motors, Inc.

Dear Samantha *****,

We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.”

Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.

Sincerely,

Lisa ****
Dispute Resolution Team Leader
***********************
Phone: ###-###-####
Initial Complaint
03/27/2023
Complaint Type:
Service or Repair Issues
Status:
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.
On Feb 22nd, 2023, I went to purchase a car at National Motors. I bought the 2017 Volkswagen Passat 1.8 R-Line. I put down 2500, then an additional 436 for my car insurance. I made my first car payment, this issue has been going on since i purchased the car. I test drove it, everything seemed fine, then, I finish up all my contracts, and soon as I pulled off the lot, my check engine light comes on. I call them and they tell me to bring it back so that they can do a full diagnostic, my brakes also aren’t a big issue, but they squeak here and there. I’ve had the car for a week n a half, my epc light comes on, and my high beams don’t work, still, my check engine light is on, and my brakes squeak. I give them the car back, then eventually I take it back a few days later because I have things to do. As my car is in the shop, I did not receive a rental car because apparently they don’t do rentals. I would call and have family members call, and they would always say they’re going to give me a call, then never do. Tuesday March 14th, is when I took my car to get it fully fixed, they told me 2-3 days, and then found an additional problem, and needed it longer. They ordered new parts and replaced things in the car, I ended up getting my car back yesterday, March 25, 2023. Not even an hour of me having the car, my check engine light comes back on. I did not receive a car fax of the car when I bought it, and when I tried trading it in, the car dealer (Heritage Toyota of Catonsville) said they overcharged me and that my car is worth 10-11k, the car in total is 15,995, plus my interest rate which brings it up to 19k. I’m frustrated and tired of all these problems with the dealer. I’ve spoken with multiple people, and have not gotten anywhere. I now will be taking legal action.
Bureau response
03/27/2023
Michael *******
National Motors, Inc.
**** ********* ******** **** ******** **** ** *****

Dear Michael *******:

Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB. The complaint was submitted on 3/26/2023 and was assigned an ID of *********

How do I take care of this?
Your BBB is requesting a written response to this complaint within the next 7 calendar days. Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left.  All responses will be copied to the complainant.

If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
To access/respond to this complaint online:
Go to: ****************
Enter the following code: **************

What should I include in my response?
Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation.

Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.

What will happen if I do not submit a response and what can I expect to happen next?
If you do not respond promptly to this complaint, it may be closed as Unanswered. This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns. If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response. The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?

We look forward to helping you and your customer work toward an amicable resolution.

Sincerely,

Lisa ****
Dispute Resolution Team Leader
***********************
Phone: ###-###-####

CUSTOMER EXPERIENCE INFORMATION

Customer Information:

Kaliyah ******

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

Daytime Phone: ###-###-####
E-mail: ***********************

The details of this matter are as follows:

Complaint Involves:
Service Issues

Customer’s Statement of the Problem:

On Feb 22nd, 2023, I went to purchase a car at National Motors. I bought the 2017 Volkswagen Passat 1.8 R-Line. I put down 2500, then an additional 436 for my car insurance. I made my first car payment, this issue has been going on since i purchased the car. I test drove it, everything seemed fine, then, I finish up all my contracts, and soon as I pulled off the lot, my check engine light comes on. I call them and they tell me to bring it back so that they can do a full diagnostic, my brakes also aren’t a big issue, but they squeak here and there. I’ve had the car for a week n a half, my epc light comes on, and my high beams don’t work, still, my check engine light is on, and my brakes squeak. I give them the car back, then eventually I take it back a few days later because I have things to do. As my car is in the shop, I did not receive a rental car because apparently they don’t do rentals. I would call and have family members call, and they would always say they’re going to give me a call, then never do. Tuesday March 14th, is when I took my car to get it fully fixed, they told me 2-3 days, and then found an additional problem, and needed it longer. They ordered new parts and replaced things in the car, I ended up getting my car back yesterday, March 25, 2023. Not even an hour of me having the car, my check engine light comes back on. I did not receive a car fax of the car when I bought it, and when I tried trading it in, the car dealer (Heritage Toyota of Catonsville) said they overcharged me and that my car is worth 10-11k, the car in total is 15,995, plus my interest rate which brings it up to 19k. I’m frustrated and tired of all these problems with the dealer. I’ve spoken with multiple people, and have not gotten anywhere. I now will be taking legal action.

Desired Settlement:
Other (requires explanation)
Refund; No further contact by the business

Bureau response
03/27/2023
Michael *******
National Motors, Inc.
**** ********* ******** **** ******** **** ** *****

Dear Michael *******:

Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB. The complaint was submitted on 3/26/2023 and was assigned an ID of *********

How do I take care of this?
Your BBB is requesting a written response to this complaint within the next 7 calendar days. Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left.  All responses will be copied to the complainant.

If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
To access/respond to this complaint online:
Go to: ****************
Enter the following code: **************

What should I include in my response?
Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation.

Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.

What will happen if I do not submit a response and what can I expect to happen next?
If you do not respond promptly to this complaint, it may be closed as Unanswered. This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns. If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response. The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?

We look forward to helping you and your customer work toward an amicable resolution.

Sincerely,

Lisa ****
Dispute Resolution Team Leader
***********************
Phone: ###-###-####

CUSTOMER EXPERIENCE INFORMATION

Customer Information:

Kaliyah ******

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

Daytime Phone: ###-###-####
E-mail: ***********************

The details of this matter are as follows:

Complaint Involves:
Service Issues

Customer’s Statement of the Problem:

On Feb 22nd, 2023, I went to purchase a car at National Motors. I bought the 2017 Volkswagen Passat 1.8 R-Line. I put down 2500, then an additional 436 for my car insurance. I made my first car payment, this issue has been going on since i purchased the car. I test drove it, everything seemed fine, then, I finish up all my contracts, and soon as I pulled off the lot, my check engine light comes on. I call them and they tell me to bring it back so that they can do a full diagnostic, my brakes also aren’t a big issue, but they squeak here and there. I’ve had the car for a week n a half, my epc light comes on, and my high beams don’t work, still, my check engine light is on, and my brakes squeak. I give them the car back, then eventually I take it back a few days later because I have things to do. As my car is in the shop, I did not receive a rental car because apparently they don’t do rentals. I would call and have family members call, and they would always say they’re going to give me a call, then never do. Tuesday March 14th, is when I took my car to get it fully fixed, they told me 2-3 days, and then found an additional problem, and needed it longer. They ordered new parts and replaced things in the car, I ended up getting my car back yesterday, March 25, 2023. Not even an hour of me having the car, my check engine light comes back on. I did not receive a car fax of the car when I bought it, and when I tried trading it in, the car dealer (Heritage Toyota of Catonsville) said they overcharged me and that my car is worth 10-11k, the car in total is 15,995, plus my interest rate which brings it up to 19k. I’m frustrated and tired of all these problems with the dealer. I’ve spoken with multiple people, and have not gotten anywhere. I now will be taking legal action.

Desired Settlement:
Other (requires explanation)
Refund; No further contact by the business

Bureau response
03/27/2023
Kaliyah ******
**** ******* *** ********** *** *****

Dear Kaliyah ******:

Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 3/26/2023 against National Motors, Inc.. Your complaint was assigned ID *********

Now that I have filed, what is the next step?
We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude. Please be patient as we work to ensure that your concerns are addressed.

What if I do not agree with the response from the business?
It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner. Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration. More information about these options can be found at www.bbb.org

What happens if a business does not respond?
BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us. BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint.

Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.

Sincerely,

Lisa ****
Dispute Resolution Team Leader
***********************
Phone: ###-###-####
Bureau response
03/27/2023
Kaliyah ******
**** ******* *** ********** *** *****

Dear Kaliyah ******:

Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 3/26/2023 against National Motors, Inc.. Your complaint was assigned ID *********

Now that I have filed, what is the next step?
We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude. Please be patient as we work to ensure that your concerns are addressed.

What if I do not agree with the response from the business?
It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner. Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration. More information about these options can be found at www.bbb.org

What happens if a business does not respond?
BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us. BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint.

Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.

Sincerely,

Lisa ****
Dispute Resolution Team Leader
***********************
Phone: ###-###-####
Bureau response
04/03/2023
Michael *******
National Motors, Inc.
**** ********* ******** **** ******** ***** ** *****

Dear Michael *******:

This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 3/26/2023 and was assigned an ID of *********

BBB forwarded you a complaint filed by Kaliyah ******. We have not received your response in the time frame allotted. If you have responded directly to your consumer and reached a resolution, let us know so our records are current. If this was a simple oversight, please provide your response at this time. BBB understands that there are two sides to every story is interested in your perspective.

In the interest of time and good customer relations, please provide BBB with written verification of your position in this matter within 7 calendar days.

We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer.


If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
To access/respond to this complaint online:
Go to: ****************
Enter the following code: **************

Please understand that the consumer's complaint and your response may be posted on the BBB Website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.

We look forward to your prompt attention to this matter.

Sincerely,

Lisa ****
Dispute Resolution Team Leader
***********************
Phone: ###-###-####

CUSTOMER EXPERIENCE INFORMATION

Customer Information:
Kaliyah ******
**** ******* *** ********** ** *****
Daytime Phone: ###-###-####
E-mail: ***********************

The details of this matter are as follows:

Complaint Involves:
Service Issues

Customer’s Statement of the Problem:
On Feb 22nd, 2023, I went to purchase a car at National Motors. I bought the 2017 Volkswagen Passat 1.8 R-Line. I put down 2500, then an additional 436 for my car insurance. I made my first car payment, this issue has been going on since i purchased the car. I test drove it, everything seemed fine, then, I finish up all my contracts, and soon as I pulled off the lot, my check engine light comes on. I call them and they tell me to bring it back so that they can do a full diagnostic, my brakes also aren’t a big issue, but they squeak here and there. I’ve had the car for a week n a half, my epc light comes on, and my high beams don’t work, still, my check engine light is on, and my brakes squeak. I give them the car back, then eventually I take it back a few days later because I have things to do. As my car is in the shop, I did not receive a rental car because apparently they don’t do rentals. I would call and have family members call, and they would always say they’re going to give me a call, then never do. Tuesday March 14th, is when I took my car to get it fully fixed, they told me 2-3 days, and then found an additional problem, and needed it longer. They ordered new parts and replaced things in the car, I ended up getting my car back yesterday, March 25, 2023. Not even an hour of me having the car, my check engine light comes back on. I did not receive a car fax of the car when I bought it, and when I tried trading it in, the car dealer (Heritage Toyota of Catonsville) said they overcharged me and that my car is worth 10-11k, the car in total is 15,995, plus my interest rate which brings it up to 19k. I’m frustrated and tired of all these problems with the dealer. I’ve spoken with multiple people, and have not gotten anywhere. I now will be taking legal action.

Desired Settlement:
Other (requires explanation)
Refund; No further contact by the business

Additional Comments from Consumer:

Bureau response
04/11/2023
Michael *******
National Motors, Inc.
**** ********* ******** **** ******** ***** ** *****

Dear Michael *******:

This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 3/26/2023 and was assigned an ID of *********

BBB forwarded you a complaint filed by Kaliyah ******. We have not received your response in the time frame allotted. If you have responded directly to your consumer and reached a resolution, let us know so our records are current. If this was a simple oversight, please provide your response at this time. BBB understands that there are two sides to every story is interested in your perspective.

In the interest of time and good customer relations, please provide BBB with written verification of your position in this matter within 5 calendar days.

We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer.


If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
To access/respond to this complaint online:
Go to: ****************
Enter the following code: **************

Please understand that the consumer's complaint and your response may be posted on the BBB Website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.

We look forward to your prompt attention to this matter.

Sincerely,

Lisa ****
Dispute Resolution Team Leader
***********************
Phone: ###-###-####

CUSTOMER EXPERIENCE INFORMATION

Customer Information:
Kaliyah ******
**** ******* *** ********** ** *****
Daytime Phone: ###-###-####
E-mail: ***********************

The details of this matter are as follows:

Complaint Involves:
Service Issues

Customer’s Statement of the Problem:
On Feb 22nd, 2023, I went to purchase a car at National Motors. I bought the 2017 Volkswagen Passat 1.8 R-Line. I put down 2500, then an additional 436 for my car insurance. I made my first car payment, this issue has been going on since i purchased the car. I test drove it, everything seemed fine, then, I finish up all my contracts, and soon as I pulled off the lot, my check engine light comes on. I call them and they tell me to bring it back so that they can do a full diagnostic, my brakes also aren’t a big issue, but they squeak here and there. I’ve had the car for a week n a half, my epc light comes on, and my high beams don’t work, still, my check engine light is on, and my brakes squeak. I give them the car back, then eventually I take it back a few days later because I have things to do. As my car is in the shop, I did not receive a rental car because apparently they don’t do rentals. I would call and have family members call, and they would always say they’re going to give me a call, then never do. Tuesday March 14th, is when I took my car to get it fully fixed, they told me 2-3 days, and then found an additional problem, and needed it longer. They ordered new parts and replaced things in the car, I ended up getting my car back yesterday, March 25, 2023. Not even an hour of me having the car, my check engine light comes back on. I did not receive a car fax of the car when I bought it, and when I tried trading it in, the car dealer (Heritage Toyota of Catonsville) said they overcharged me and that my car is worth 10-11k, the car in total is 15,995, plus my interest rate which brings it up to 19k. I’m frustrated and tired of all these problems with the dealer. I’ve spoken with multiple people, and have not gotten anywhere. I now will be taking legal action.

Desired Settlement:
Other (requires explanation)
Refund; No further contact by the business

Additional Comments from Consumer:

Bureau response
04/16/2023
Michael *******
National Motors, Inc.
**** ********* ******** **** ******** **** ** *****

RE: Final Notice of Complaint

Dear Michael *******:

This message is in regard to a complaint submitted to the BBB about your business on 3/26/2023 by Kaliyah ******. This complaint was assigned ID *********

Why am I receiving a "final notice" letter?
Previously our office provided your company with a complaint from the consumer listed above. Our records indicate that we have not yet received a written response from you to address this matter. Please note, this will be our final attempt to contact you about this matter.

How do I take care of this?

Your BBB is requesting a written response to this complaint by (7) seven calendar days, Your prompt and professional response greatly enhances the chance for a successful resolution. We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer.

If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
To access/respond to this complaint online:
Go to: ****************
Enter the following code: **************

What should I include in my response?
Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Copies of any supporting documents can be uploaded to the caselink or forwarded via email, fax, or postal mail. BBB also offers mediation and binding arbitration services to help resolve particularly difficult or
complex situations. These services may be an effective means of resolving the matter without going to court. If you are interested in utilizing these services, please confirm this interest in your written response and your caseworker will follow up with additional information.

What information will be posted to the website?
Please understand that the complaint content and your response will be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your
experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.

What will happen if I do not submit a written response?
Your BBB develops and maintains Business Profiles on companies in our service area. This information is available to the public and is frequently used by potential customers. Your cooperation in responding to this complaint becomes part of your BBB Business Profile. Failure to give attention to this matter may be reflected in the report we provide to consumers about your company and may have a negative effect on your BBB Rating.

What if I've already resolved the matter directly with the customer?
Great! Please just provide us a description of what you did to resolve the matter in writing so that we may update the case and close it out accordingly.

Sincerely,

Lisa ****
Dispute Resolution Team Leader
***********************
Phone: ###-###-####

CUSTOMER EXPERIENCE INFORMATION

Customer Information:
Kaliyah ******
**** ******* *** ********** ** *****
Daytime Phone: ###-###-####
E-mail: ***********************

The details of this matter are as follows:
Complaint Involves:
Service Issues

Customer’s Statement of the Problem:
On Feb 22nd, 2023, I went to purchase a car at National Motors. I bought the 2017 Volkswagen Passat 1.8 R-Line. I put down 2500, then an additional 436 for my car insurance. I made my first car payment, this issue has been going on since i purchased the car. I test drove it, everything seemed fine, then, I finish up all my contracts, and soon as I pulled off the lot, my check engine light comes on. I call them and they tell me to bring it back so that they can do a full diagnostic, my brakes also aren’t a big issue, but they squeak here and there. I’ve had the car for a week n a half, my epc light comes on, and my high beams don’t work, still, my check engine light is on, and my brakes squeak. I give them the car back, then eventually I take it back a few days later because I have things to do. As my car is in the shop, I did not receive a rental car because apparently they don’t do rentals. I would call and have family members call, and they would always say they’re going to give me a call, then never do. Tuesday March 14th is when I took my car to get it fully fixed, they told me 2-3 days, and then found an additional problem, and needed it longer. They ordered new parts and replaced things in the car, I ended up getting my car back yesterday, March 25, 2023. Not even an hour of me having the car, my check engine light comes back on. I did not receive a car fax of the car when I bought it, and when I tried trading it in, the car dealer (Heritage Toyota of Catonsville) said they overcharged me and that my car is worth 10-11k, the car in total is 15,995, plus my interest rate which brings it up to 19k. I’m frustrated and tired of all these problems with the dealer. I’ve spoken with multiple people and have not gotten anywhere. I now will be taking legal action.

Desired Settlement:
Other (requires explanation)
Refund; No further contact by the business

Additional Comments from Consumer:

Bureau response
04/23/2023
Michael *******
National Motors, Inc.
**** ********* ******** **** ******** **** ** *****

Dear Michael *******:

This message is in regards to a complaint submitted to BBB about your business on 3/26/2023 by Kaliyah ******. This complaint was assigned ID *********

BBB is informing you that this complaint has been closed as UNANSWERED. Multiple communications have been sent to you about this matter; however to date, we have not received a response.

You should be aware that your lack of response is now reflected in BBB's rating of your company. You can view your revised BBB Business Profile on our website at ****************

BBB helps resolve disputes between businesses and its customers. We welcome the opportunity to amend your BBB Business Profile upon receipt of your company's written response and resolution of the dispute.

Sincerely,

Lisa ****
Dispute Resolution Team Leader
***********************
Phone: ###-###-####

Bureau response
04/23/2023
Kaliyah ******
**** ******* *** ********** *** *****

Dear Kaliyah ******:

This message is in regard to your complaint submitted on 3/26/2023 against National Motors, Inc.. Your complaint was assigned ID *********

Your Better Business Bureau (BBB) has made several attempts to contact the business regarding your complaint. We regret to inform you that we have not received a response at this time and this case has now been closed as an UNANSWERED complaint in their file. Because we are not a government agency, we cannot force a business to respond.

If the company has contacted you directly and resolved this complaint, please let us know. Should we receive a resolution in the future, we will let you know.

BBB develops and maintains BBB Business Profiles on companies across the United States and Canada. This information is available to the public and is frequently used by potential customers. In the case of your complaint, the business's failure to promptly give attention to the matter will be reflected in the Business Profile.

BBB regrets that we were unable to assist you further and wishes you the best in your future efforts in resolving this matter.

Sincerely,

Lisa ****
Dispute Resolution Team Leader
***********************
Phone: ###-###-####
Business response
08/03/2023
Hello Kaliyah,
We sincerely apologize for this unfortunate set of circumstances surrounding your purchase. We do our best to go over every car we sell with our technicians and all of our cars are Maryland State Inspected , as required by law. We would have no way of knowing if a cars check engine light was going to go on the minute you left the4 dealership or 10 years from the day you left the dealership. A car is thousands of mechanical and electrical systems working in unison to propel a large chunk of steel down the road. We would be more then happy to check your car for diagnostic codes and find out what the problem is. Our lack of communication and delays in fixing your car when we had it are completely unacceptable and those that were involved are no longer with the company. In fact we have almost a completely new staff since your purchase. We do not offer rental cars that much is for certain, we are a small dealership that sells higher mileage older pre-owned cars at great prices to help people get established or reestablished with their credit and have reliable transportation. As far as the price, market and supply dictate price, these are only a couple of the variable's involved in a selling price and of course another dealer is going to say we charged too much to earn your business. Lastly, only high end luxury brands are able to offer loaners typically. We look forward to hearing from you. We are a small pre-owned dealership and do not compete with the big dealerships and we don't try to, on their amenities or their higher new car prices, but there's a risk reward that is in play for every pre owned vehicle purchase made. There's no way to determine which car might have a problem by looking it over, tuning it up and test driving it.
Business response
08/03/2023
Hello Kaliyah,
We sincerely apologize for this unfortunate set of circumstances surrounding your purchase. We do our best to go over every car we sell with our technicians and all of our cars are Maryland State Inspected , as required by law. We would have no way of knowing if a cars check engine light was going to go on the minute you left the4 dealership or 10 years from the day you left the dealership. A car is thousands of mechanical and electrical systems working in unison to propel a large chunk of steel down the road. We would be more then happy to check your car for diagnostic codes and find out what the problem is. Our lack of communication and delays in fixing your car when we had it are completely unacceptable and those that were involved are no longer with the company. In fact we have almost a completely new staff since your purchase. We do not offer rental cars that much is for certain, we are a small dealership that sells higher mileage older pre-owned cars at great prices to help people get established or reestablished with their credit and have reliable transportation. As far as the price, market and supply dictate price, these are only a couple of the variable's involved in a selling price and of course another dealer is going to say we charged too much to earn your business. Lastly, only high end luxury brands are able to offer loaners typically. We look forward to hearing from you. We are a small pre-owned dealership and do not compete with the big dealerships and we don't try to, on their amenities or their higher new car prices, but there's a risk reward that is in play for every pre owned vehicle purchase made. There's no way to determine which car might have a problem by looking it over, tuning it up and test driving i
Bureau response
08/03/2023
Kaliyah ******
**** ******* *** ************ *****

Dear Kaliyah ******:

This message is in regard to your complaint submitted on 3/26/2023 against National Motors, Inc.. Your complaint was assigned ID *********

BBB has received a formal response from National Motors, Inc.. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.

Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
To access/respond to this complaint online:
Go to: ****************
Enter the following code: **************

Sincerely,

Lisa ****
Dispute Resolution Team Leader
***********************
Phone: ###-###-####

MESSAGE FROM BUSINESS:

Hello Kaliyah,
We sincerely apologize for this unfortunate set of circumstances surrounding your purchase. We do our best to go over every car we sell with our technicians and all of our cars are Maryland State Inspected , as required by law. We would have no way of knowing if a cars check engine light was going to go on the minute you left the4 dealership or 10 years from the day you left the dealership. A car is thousands of mechanical and electrical systems working in unison to propel a large chunk of steel down the road. We would be more then happy to check your car for diagnostic codes and find out what the problem is. Our lack of communication and delays in fixing your car when we had it are completely unacceptable and those that were involved are no longer with the company. In fact we have almost a completely new staff since your purchase. We do not offer rental cars that much is for certain, we are a small dealership that sells higher mileage older pre-owned cars at great prices to help people get established or reestablished with their credit and have reliable transportation. As far as the price, market and supply dictate price, these are only a couple of the variable's involved in a selling price and of course another dealer is going to say we charged too much to earn your business. Lastly, only high end luxury brands are able to offer loaners typically. We look forward to hearing from you. We are a small pre-owned dealership and do not compete with the big dealerships and we don't try to, on their amenities or their higher new car prices, but there's a risk reward that is in play for every pre owned vehicle purchase made. There's no way to determine which car might have a problem by looking it over, tuning it up and test driving i
Bureau response
08/08/2023
Grant Pivec
National Motors, Inc. **** ********* ******** **** ******** **** ** *****

Re: ID * ******** - Kaliyah ******

Dear Grant Pivec:

Thank you for your recent response to Kaliyah ******. We have not yet heard from the consumer and are closing this case as answered.

Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached. Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."

The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language.

In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer.

Sincerely,

Lisa ****
Dispute Resolution Team Leader
***********************
Phone: ###-###-####
Bureau response
08/08/2023
Kaliyah ******
**** ******* *** ********* ** *****

Re: ID * ********- National Motors, Inc.

Dear Kaliyah ******,

We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.”

Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.

Sincerely,

Lisa ****
Dispute Resolution Team Leader
***********************
Phone: ###-###-####
Initial Complaint
02/13/2023
Complaint Type:
Product Issues
Status:
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.
Bought a car on 02/11/2023, engine light just turned on next day on 02/12/2023.
Business response
03/08/2023
All of National Motors Vehicles come with a 30 day 1000 mile Warranty. Also, the customer is offered to purchase an extended warranty at the point of sale. All the customer had to do is call us when this happened and we would have scheduled an appointment to bring the vehicle in to find out what was causing the check engine light to come on. To my knowledge he did not do this. Please advise them to call us at ###-###-#### to schedule an appointment to have the vehicle checked before the 30 day warranty expires. Thank you.
Initial Complaint
02/07/2023
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
On December 20,2022 I went to national motor to trade my vehicle Chrysler 200 2013 for a new vehicle signed paperwork(will be uploaded)left with the Audi q7 2015. I returned on January 9,2023 because oil light came on. While l was there Mrs Patricia the sale lady that sold me the car stated the deal didn’t go with through with ******** ********** after l re-signed a Retail installment sales contract because someone at the car dealership miss type the numbers. So I let Mrs Patricia know l wanted to use my credit union for the loan she said ok we will do away with ******** ********** altogether My bank ****** *** got involved cut a check now National Motors telling me the deal went through with regional to the day I still haven’t got a title and it’s been way over 30days mva don’t have no paperwork from them something should be done because they had me thinking I was using my bank for the deal please help I have heard afterwards that this business is doing unlawful things
Business response
02/14/2023
Ms. ******, picked up her hard tags last week. The title to the vehicle comes directly from the Motor Vehicle Department. National Motors as no control over how long it will take for them to mail Ms. ****** her title. We tried to explain this to her on numerous occasions.
Customer response
02/27/2023

Complaint: ********

I am rejecting this response because: Hello I responding to my complaint against National Motors because the deal with the loan application was done underhanded my loan was supposed to be with ****** *** not ******** ********** David/Patricia spoke with Mr ***** from ****** *** completed the deal sent out a check for 20k. I was told ******** ********** was no longer the lender

Sincerely,

Alischa ******
Initial Complaint
01/21/2023
Complaint Type:
Product Issues
Status:
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.
On Dec 8th 2022 I purchased a 2011 GMC Arcadia from National Motors, *** out of *************, ** for my son who was set to drive to ******* to start college on the 17th of January. I was told the vehicle was in fantastic operating condition, no issues or problems and that it had recently passed a MD inspection. After taking posession of the vehicle it began to stall at almost every light or stop sign we came across. Further, when I would hit the brakes the vehicle would take a dangerous pull to the left or the right. We took the vehicle to the ********* DMV where my son was to have his driver's license test. It immediately failed the test because the rear blinkers and emergency lights on the left side did not work. Of course none of these issues occurred when we took the 5 minute test drive. I immediately contacted the salesman who graciously agreed to take the vehicle back and see what the problems were. That was 43 days ago. ***** then I have made mnore than 12 calls to the company and the salesman ******** always agreed to call me back in a a day or two. Only once, 2 days ago, did the salesman ever voluntarily call me to update me on the vehicle status. Throughout this time I was told about numerous defects in the vehicle including a broken tie-rod, a broken steering mechanism, and it needed a catalytic converter. I always asked when it would be repaired and the answer was always in less than a week. I was also further instructed to have patience, that vehicle "this old tend to have a lot of problems." Of course that last quote was not mentioned in the sales pitch prior to buying a "safe vehicle" for my child to drive across country which I told them numerous times. I was assured always I was buying a safe vehicle. Roughly the 11th of January of 2023 the dealership had held the vehicle for far too long and I called and texted that I wanted my money back. The texts, which were always answered on day 1, were not longer being answered and when I spoke to ******** he said his company did not take returns. By the 16th of January my son had missed his deadline at college and had to forfeit his deposit. Becuase the vehicle was not ready in fair or satisfactory timeline he is no longer enrolled at ***************** In ****** *******. After a few more phone calls I showed up with my son to the dealership to demand our money back. ******** said the vehicle was still in the shop and they were waiting for parts. I went out back and sure enough my vehicle was parked in the lot and not in the shop. I pointed this out ot the salesman and he shrugged. I demanded a refund and he said I should contact the owner *******************. I called 3 times leaving messages but no return call. When trying to leave a message with Mr. ******** they would not take my phone number, rather state, "Oh we have your number ******************."This is completely unnacceptable. You should not be able to sell a defective vehicle under false promises of its condition and then sit on the vehicle for 43 days to date. I am respectfully requesting the dealership fully refund every ***** of our transaction and null and void the transaction. Sincerely,************************* ************
Initial Complaint
12/16/2022
Complaint Type:
Sales and Advertising Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
Vehicle was purchased with a trade-in on 9/15/2022. Fast forward to 10/08/2022. I visited a friend in Delaware who has been a body shop tech for close to 20 years. He asks if the vehicle has been in an accident and I indicate not to my knowledge as the dealer had not disclosed it. Upon further inspection he is able to identify how and where the accident would have happened. As well as the work performed based on poor workmanship. I immediately called the dealer and indicated that this information was never disclosed to me and that I wanted the Carfax, which was never provided. Found out the car was stolen and in serious accident that caused structural damage. Vehicle was also taken to a state inspection trooper who confirmed the vehicle should have never passed state inspection and was failed. Owner tried to blame me after being confronted about it. Due to character limitations, no resolution was attempted on this issue. Dealer used seam sealer to "repair" structural separation on frame, did not address other issues as discussed and agreed upon with owner via text, was cursed out by David the sales manager and the owner Brian, who by the way was drunk and smelt like vodka when he went on his tirade. Had to contact a lawyer after waiting a week for them to "repair" the vehicle. They are currently reviewing the case. I have ALL text conversations with every employee I dealt with, pictures of before and after, and state trooper signed statement indicating the vehicle upon his inspection failed inspection. Mentioning that as this shady dealer will more than likely respond trying to defend themselves by lying and placing blame everywhere but on themselves. BUYER BEWARE.
Business response
02/06/2023
I am sorry, but I can not find your name anywhere in my data base. Can you provide me the name that this vehicle is in? Maybe the vin? Thanks you.
Customer response
02/07/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 18935355, and find that this resolution is satisfactory to me.

Sincerely,

***** *****
Customer response
02/09/2023

Complaint: 18935355

I am rejecting this response because:
I have the Acura TLX VIN 19UUB1F31HA010143. These are the types of games the dealership likes to play to drag out the process. They know exactly who I am, as I had to visit the dealership numerous times. As well as sitting outside for 4 hours after being told the owner would arrive to speak with me. Only to not have the owner ever show up, when I initially wanted to resolve this issue.

Sincerely,

***** *****

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