Complaints

• Initial Complaint

  12/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a vehicle which had a milage discrepancy from the advertised milage to what was actually on it. We had a broken glass claim one week after purchase and after inspection of vehicle it had major undisclosed hail damage. Damage was substantial enough insurance company would not cover vehicle for any future claims. Called ** and salesman to resolve issue with no success.I am now stuck with a 4500 dollar repair on a car with undisclosed damage I have to repair before I can get future comp coverage. Max Motors **** I am disappointed.

  

  Business response

  12/11/2024

  To whom it may concern and to address all statements in the complaint, I will start from the beginning.  Max Motors received and online inquiry on the 2022 *********** listed on the website on 11/5/2024.  The inquire was provide through a third party ******** and the price on the car at the time of the inquiry was ******** plus applicable fees.  Communication was exchanged throughout the day after the lead was responded, a request for a copy of the Carfax was sent to Mr. ****** price was negotiated etc. Paperwork was produced and the details of the transaction was discussed.  The miles listed on the paperwork came into question, a simple explanation was provided, vehicle transfer from one store to another and are driven, we have had other stores we own have customer inquire and with each trip to another location miles are accumulated.  We reinforced the discount that we honored from the ***** price he inquired, to the ***** price we agreed to and how that was more than enough compensation for the difference in miles.  We also explained that the miles that is listed on third party sights comes from electronic feeds and not all of them update the same as the website itself.  *** ***** agreed and there was no issue.  Keep in mind, Mr. ***** has not even been to the dealership at this point so there was no obligation to drive the distance to the store to move forward if there was a concern for the explained difference in miles.  All communication was via phone, text, or email to this point.  We made accommodations to take the vehicle to have the windows tinted for the customer, he of course paid for the extra but naturally miles were added for the travel to and from the tint facility. I am not sure why this is mentioned in this complaint.  This was resolved very early on in the initial inquiry.  ************** and I spoke on the phone, he brought it up then but verbalized how it was not a big deal at all and that the sales person was very upfront and accommodating and praise him for his transparency.  I furthered the explanation on how miles change with test drives, transport between stores etc. and he understood and was perfectly comfortable with response.  

  On to the next point which is damage sustained after the sale.  It was explained to me that the wife driving the car was travelling too close to a gravel truck and the front end, hood and windshield was damaged.  Again, during my call with Mr ******  he explained the circumstances that had occurred and was inquiring to my opinion on whether or not his insurance company should pay the repairs.  I explained that when you file a damage claim days after a fresh purchase it can be deemed by the insurance company as having something to do with pre-existing conditions and that is the reason they would send a claims agent out to inspect the car.  I also offered that if the claim had been filed later, 30-60-90 days after the purchase it is likely that they may not have sent an agent out to inspect the car.  I did not tell Mr ***** at that time of the call but will disclose this in response to the complaint that Progressives field agent stated it was his opinion that Mr. ***** was in fact filing the claim to make repairs on pre-existing conditions and went so far as to use the terms insurance fraud to the Service Manager and the Service advisor attempting to assist.  During the call, Mr. ***** said that he was told by the insurance field agent that the car had hail damage.  I then asked if he used the term hail damage or did he establish that the car had received paintless dent repairs at some prior to the purchase.  I went on to explain that most every car that has ever been offered for re-sale and a lot that are still considered new, have at some point been reconditioned for minor dents and paintless dent repair is very common.  I explained that just because a vehicle had been repaired with paintless dent repair doesn't mean it was hail damage, there are a lot of factors that can cause dents on metal and whether it was from rock damage like he recently experience, a neighbor kid with a ball, or whatever, the repairs were made prior to our acquisition and the car was presented to him for his inspection prior to purchase and it was accepted in the condition it was sold at the price that was agreed.  The Carfax and prior history report of the car established no prior hail damage.  During an inspection of the car prior to finalizing any paperwork, Mr ***** was given the opportunity to address any concerns he may have and brought up only one concern which was some paint flaking near the windshield on the edge/ridge of the hood and based on the location of that concern shows the detail in which the car was inspected since it was not something that would present itself just walking around the car.  

  With 30 years of experience I can say that I have never heard of an insurance company refusing to insure a car due to prior accident or prior repair.  With the volume of used cars on the road a strong percentage of them at one point or another have had some repairs performed on them.  That would mean if a car is not able to be insured because it has had at some point prior repairs, regardless of cause to establish the need for repair, the majority of the cars on the road would not be insured and be breaking the law.  I do believe there may be a miscommunication between Mr. ***** and his insurance company and I assume that they are stating to him that they will not make repairs for pre-existing condition to to repair the quality of prior repair.  He even asked me if I would advise him to look for insurance elsewhere based on the resistance he was receiving with Progressive.  

  After speaking with Mr. ***** and resolving his concerns, providing advice based on his questions, etc. he went on to say that the car was for his wife and she sure was upset that she damaged the car so soon after the purchase and he wished that Progressive would just help him out but he didn't feel like they were going to and offer to pay $1000 to us to assist him in making repairs to the damages sustained from the rock truck.  I offered to have the car touched up by our paint vender, touch up all the chips that occurred after the purchase, re-detail the car and have service follow up with him on getting the windshield replaced that was also broke by the rock truck.  He expressed his appreciation for the help, expressed his praise for the sales **** and thanked me for the advice and the willingness to touch up the car for no charge.  He picked the vehicle up on the 7th of December and once again, no issues expressed, no request to talk further face to face etc.  He drove the vehicle off the property so not sure if it is in fact insured or it was operated without insurance since the complaint suggest he is unable to establish insurance on the car. Something else to note is with a lien on the title the Lender that provided the loan with verify insurance coverage exist before funded and has completed funding.  

  Max Motors followed our normal process in making sure the customer was clear on the numbers, clear on the condition, had an opportunity to inspect the vehicle with no pressure to buy and facilitate the sale to the letter of the law.  We went above and beyond to do reconditioning to remedy the damage sustained after the purchase, re-detail the car, and assist him with a third party to get the windshield replaced.  We addressed his questions, assisted with the communication with his insurance agent, and was praised for our help.  I don't see where there is anything else for us to do nor do I feel we are responsible for damage after the fact or should be responsible to defend an excuse his insurance company established to deflect their financial willingness based on their opinion of foul play.

• Initial Complaint

  10/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Purchase vehicle September 14, 2023 max motors cause damage to driving components in the front have been in over nine repair attempts came back from California sway bar and part of the ** came off while driving after what they did called Max motors to inform them that I am stuck in the middle of ************* they told me basically good luck had to tow car to dealership. They stated they would not work on it because the dealership is the one that caused the damage and nothing due to normal wear and tear by them drilling through the frame and an arm. And they told me basically good luck had to tow car to dealership. They stated they would not work on it because the dealership is the one that caused the damage and nothing due to normal wear and tear by them drilling through the frame and a arm for a repair temp Since a whole year of issues with the driving and especially P**TS falling off this time I had no choice to trade it in which I end up having to pay $13,000 total to trade the vehicle in I gave Max motors multiple chances to help us get another car or even help with a down payment to trade it in. They denied both I have all documentation and pictures from the dealership in ********** that stated all of it and I am needing help to get this resolved and hopefully try to get either all the money that I paid to trade it in or something

  

  Business response

  10/25/2024

  Customer purchased vehicle with 4765 miles came back shortly after purchased and stated the  steering wheel was off center. Performed an alignment. Customer brought back in to us stated it was pulling and steering wheel jerked we adjusted alignment and checked lane detect feature for no charge (toe was out).  Brought back in 12/5/23 6738 miles stated it was pulling to the right checked alignment and it was in spec also checked lane sensing in case that was causing interference with electric power steering also operates as designed. Brought back in 12/12/23 6038604  7850 miles complaining of steering wheel off center and pulling right, test drove with customer and customer explained that the steering wheel was feeling tight intermittently so we replaced the steering rack and aligned vehicle operated as designed.Customer returned on 1/23/24  9817 miles complaining vehicle is pulling right and hard to steer. At time of service we had the GM field service technician here, he scanned vehicle, checked alignment, and test drove multiple miles and was unable to find any issues. He stated that the vehicle was operating to spec, case 9-1166046530. Also test drove with customer and unable to verify any concern. After customer called about having vehicle problems in ********** a request for pictures and a contact person for the shop so a conversation could be started to analyze the situation. Pictures nor the contact has been given. In order to proceed that would pictures and a contact person from the shop given.

  

  Business response

  10/26/2024

  Customer purchased vehicle with 4765 miles came back shortly after purchased and stated the  steering wheel was off center. Performed an alignment. Customer brought back in to us stated it was pulling and steering wheel jerked we adjusted alignment and checked lane detect feature for no charge (toe was out).  Brought back in 12/5/23 6738 miles stated it was pulling to the right checked alignment and it was in spec also checked lane sensing in case that was causing interference with electric power steering also operates as designed. Brought back in 12/12/23 6038604  7850 miles complaining of steering wheel off center and pulling right, test drove with customer and customer explained that the steering wheel was feeling tight intermittently so we replaced the steering rack and aligned vehicle operated as designed. Customer returned on 1/23/24  9817 miles complaining vehicle is pulling right and hard to steer. At time of service we had the GM field service technician here, he scanned vehicle, checked alignment, and test drove multiple miles and was unable to find any issues. He stated that the vehicle was operating to spec, case 9-1166046530. Also test drove with customer and unable to verify any concern. After customer called about having vehicle problems in ********** a request for pictures and a contact person for the shop so a conversation could be started to analyze the situation. Pictures nor the contact has been given. In order to proceed that would pictures and a contact person from the shop given.

• Initial Complaint

  10/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  08/30/24 I purchased a vehicle from Max Motors of ******, **. The listing price for the vehicle was just under $10,000.00. The business committed to provide me with a car that was inspected, detailed, maintenanced, and ready to go. The dealership told me the car would be ready that day, and when I showed up it was not. I didn't make the drive for no reason so I wanted to leave with the car. This dealership let me leave the lot without performing a safety inspection, which is against the law, a cracked windshield, no oil change, no detail, and all sorts of other problems (I was not aware of any issues besides the car not being detailed and a crack in the windshield). The dealership expects me to drive to them (three hours one way) to get these issues fixed and refuses to come get the car themselves. Upon trying to get my car aligned yesterday (also something they didn't do) a mechanic told me that my inner tie rod was bad, as well as my ball joint control arm (this endangers my driving). I now cannot get it aligned so that I can get the vehicle inspected and licensed until I fix these issues, which is going to cost more than $500.00. I do not have that kind of money and now I'm out of a vehicle. I am completely at a loss at this point. Really hoping for some help and guidance at this point.

  

  Business response

  10/14/2024

  We have made contact with Ms Dohrman and we have brought her car back in and we are repairing the concerns to her satisfaction. 

  Customer response

  10/16/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID 22397038 and am satisfied with this resolution. 
   
  Sincerely,
  
  Harley Dohrman

• Initial Complaint

  07/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a 2021 **** Escape from them. I gave them $1,000 down and the total of the car was $19,000. I was approved through GoFi Financing. I talked to ************************* and he told me they would contact me with the details. When I got home, I got a call from them about 3 choices of how to make my payment, etc. Last week, I go to set up my account online, they said I wasn&#**;t in the system. I called the 866 number, talked to them, and they said they don&#**;t have any information on me or an account for me in their system. They said they only associate with Drive Time and Carvana not them. I talked to the initial guy at the dealership and he said let me let you talk to my boss. He said I didn&#**;t get approved, said I would be in the car another 45 days and not have to make a payment. I get a phone call from ****** and he said they messed up on my paperwork, trying to fix it and I needed a co-signer, I called him back, told him I couldn&#**;t get a co-signer and would bring the car back. I asked if I would get my money back and he said yes. I did this but they didn&#**;t know anything about this in their office. The manager said they don&#**;t have cash on hand and would have to work on getting my cash back. I had to pay $445 for insurance on this car. All they can say is that they are working on it. I haven&#**;t received my down payment back either.I would like for them to get my down payment back and to get a refund for my insurance payment.

  

  Business response

  07/26/2024

  Resolved issue with customer and refunded $1,000 and customer stated was satisfied. 

• Initial Complaint

  06/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  March 1st 2024 I show up at max motors to buy my first new truck after talking to them about it a couple days prior. I waited on the truck to get a new windshield and everything was supposed to be straight on the truck. show up pickup the truck and they failed to disclose the drivers side mirror is not the mirror its supposed to be. Its missing all of the cameras and automatic functions Wich was the selling point of the truck for me being the technology package. So now Im stuck with the truck with no functions that work for my drivers side. (Cameras, fold in function and mirror heater) Ive contacted them and they have answered but continue to be very vague and dont hardly reply. I have time stamped photos of the truck in their lot and you can visibly see the mirror is missing the cameras since the date of purchase and that was not disclosed! I would have never spent that much on a truck thats not correct. I would cover it but its a 650 dollar mirror! Mind you I paid almost 60 thousand dollars for this supposed to be mint truck. I posted two photos below. One mirror you can see the correct cameras and the other you can see its missing. It completely makes my screen blank out when pulling a trailer and turning left on tow mode. The salesman knew about it cause he was going thru the camera functions when I showed up but I wasnt smart enough to work them yet!

  

  Business response

  07/19/2024

  We have installed a new mirror on to the customers vehicle and has signed for this.

   

  Thank you for your time and consideration.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a vehicle from here. When I showed up at the time of the appointment the truck would not start. They took it back to the shop and installed a new starter. Thought it was weird a bad starter passed their 120 point inspection test drove the truck and it seemed alright. The manager tried pushing their in house extended warranty but I refused because I got one through my credit union. After purchasing the truck, not even 10 minutes down the highway the check engine light is flashing and the truck says its low on brake fluid. I get home and call the local **** dealership to get it diagnosed. The dealership quoted $5,300 to repair the vehicle because the cam phasers and everything timing related was bad. At this point I had the truck a week and only drove it home and to the dealership to fix it! I called max motors where I purchased the truck and the manager rubbed it in my face that he tried to sell me the in house extended warranty for stuff like this offering no help. The warranty company that I have didnt cover the cost because they said the vehicle was purchased in that condition. So I paid the bill out of pocket because either way I needed a vehicle for work. The ** rep from Max motors called and said he would follow up with me but its been almost 3 weeks since I last heard from them.

  

  Business response

  06/03/2024

  We have reached out to *********** and issued a good will check for the repairs done to the vehicle. He has accepted the good will check so we feel this matter is resolved.  

• Initial Complaint

  07/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  At the end of January I purchased a car and within 3 weeks it started having an issue of not starting. They have had it at their shop multiple times and sent it to *********** several times. I have the bumper to bumper warranty on it and have not had to pay anything and been provided a loaner which I why I've tried to be patient up to this point but I'm done. At this point I have not had the car since April 21st. The car won't even start at this time and has been sitting in their lot for I don't know how long. A month ago I decided it was time to figure something else out. The sales manager ***** told me several times they would "make it right". So I went in to see about getting a different vehicle, they treated it as if I was walking in off the street to do a regular trade and that's not the situation. I was very frustrated and decided to try to just trade elsewhere but unfortunately that didn't work out due to how much I still owe on the car. So I decided to wait and see if they could fix my car. Here we are a month later, car is not fixed. Supposedly they had sent car back to *********** and was supposed to be back in a day or two. A week and a half later I happened to drive through the lot (on a weekend) and see my car sitting their (hadn't heard a thing from them) so I called a couple days later and the one service guy wasn't there and another had no idea the car was there. I finally decide I'm done and we had a meeting with the General manager ***** and it was agreed they would pay off the car and allow me to start fresh elsewhere. We asked for a written a breakdown of everything (what they were paying) and now we're not getting any responses. I just wanna settle this deal and move on and be able to get a vehicle I can actually drive. But everyone there is horrible at communication. I never received call backs when I was told I would and only got updates on my car if I called. I have been in a loaner more than my own car at this point. I'm very frustrated!

  

  Business response

  07/12/2023

  We have made contact with the customer and they have returned the vehicle and we have refunded them the monies. 

  Customer response

  07/12/2023

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

• Initial Complaint

  03/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  my husband and I bought a car on credit on 15/02/2023 at this car dealership, Cadillac XT4 2019, the car had a mileage of about 43k miles, we didnt even have time to register it, after 2 weeks there was an error on the engine, we brought the car back for repairs, we were informed that the issue will be resolved within 2 days, then we were told that they could not solve the problems and sent the car to GM, informing us that the car would be fixed within a week, but 4 weeks have already passed since the car was in the service center, they refuse to change it to what something else in the same price range and don't repair our car, so why do we have to pay a loan for something we don't have? yes, we were given a temporary car, but we bought a Cadillac

  

  Business response

  03/31/2023

  We have made contact with the customer and was able to get the car fixed and delivered back to them. Due to the long delay to get the vehicle repair completed we did compensate them for their 1st payment in the amount of 710.84 

  Customer response

  04/10/2023

  yes, they contacted us and satisfied our requirements, and also compensated the monthly payment on the loan, I hope that this will not happen again and the car will work properly

• Initial Complaint

  01/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife bought a truck 6 months ago from Max Motors. The buying experience was great. Little did we know they were selling us a vehicle with quite a few problems. The salesman approached us about the issues and he promised us that everything would be taken care of. We believed him and went ahead and gave him $5000.00 down and signed the paperwork. We took the truck back to them a few weeks later due to their scheduling issues and they started repairs. After we called several times about the truck the salesman started to bring it back and he discovered that it still had the same issue with the steering wheel, transmission, radiator and front end. He then took it back to them. We continued to get empty promises from ******* the gm for another 3 months. The mechanic stated to me that they did not know what was wrong with the vehicle. I then had to go through multiple calls to get through to the gm and he argued about fixing the vehicle and stated that he wanted to back out of the deal. Finally we were told that he would have it towed to another of their dealerships so that they could fix it. Max Motors in Nevada mo replaced the transmission with our extended warranty without our knowledge after saying that they would pay for it. They also did an air bag recall and broke the dash in 2 places. They deny the damage but even our salesman new that it was not broken before it went there. The truck was sent back to us with the following issues over heating, broken dash, and running very rough. We went back to belton where the truck was at after sending it back the night before. The gm ******* immediately got a combative attitude and told us that we needed to give him the truck back so that he could resell and get his money back out of it and we could take our business elsewhere. We did not accept. They finally agreed to replace the radiator (for the second time) the thermostat and fix the dash. Another 2 months go bye with no updates. We finally went and picked the truck up Dec. 27th to find that they never finished the radiator install and it blew coolant all over the engine bay and of course the truck over heated again. The dash is also still broken. Not to mention the pulley on the water pump is now broken and making noise. We called Max Motors and after about an hour they told us they would not do anything more with the truck and if we wanted anything else from them we would have to sue them for it. Now we are stuck with a truck that is broken and quite costly to repair all the damage that they caused not to mention all the damage that they tried to cover up.

  

  Business response

  01/04/2023

  I have looked into this matter and I’m more than willing to repair the issues on their vehicle. Please have them contact me at *** *** **** and I will provide them with alternative transportation and get the issues resolved. We apologize for all of the issues that they have had with the vehicle and our staff. 

  Customer response

  01/09/2023

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

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  on 3-17-22 my 2013 jeep was serviced at max motors ****** **. my husband advised that the heater/ac was not working properly & possibly a thermostat issue. per the bill recvd they replaced ******************** sensor for $******.Jeep started to overheat. Jeep was towed to my local dealer So County Jeep ******** **. and was told in writing the issue is the thermostat due to aftermarket part "moto rat" was installed my Max motors. The thermostat was stuck causing coolant to be blown all over engine comparment & overheated the engine. filter also saturated from coolant. Replacment & repair cost at ******** dealer $******. Contacted ********* was told mgr not available, person answering phone admitted aftermarket parts used frequently when jeep authorized parts were not available. When I asked if Jeep authorized aftermarket parts he immediately said someone else would call, didnt ask for my phone # and hung up. Contacted Jeep cusotmer service. Need help to resolve, Max Motors should refund my ****** & the ****** to correct the problem they caused with aftermarket parts.

  

  Business response

  08/19/2022

  To whom it may concern,

  
  

  This letter is in response to Complaint ID ******** customer's name is ***********************

  ******************** issued a full refund of the repairs performed at the dealership and also the

  repairs that were performed at the ******** dealer. The total amount of refund is $866.43

  
  

  Any questions or concerns please feel free to contact me

  
  

  Thank you

  
  

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

  Customer response

  08/27/2022

  Complaint: 17717788
  
  I am rejecting this response because:
  
  I have not recvd payment
  
  Sincerely,
  
  ***********************

  

  Business response

  08/29/2022

  A check was issued on 08/19/22 for ****** to resolve the matter in full. If the customer is not in receipt of the check we will void the current check and over night a new one. 

  Customer response

  08/31/2022

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

*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. ↩