Business ProfileforR.W. Motors, LLC

Listen I would NEVER advise anyone to get a car from these people. The owner and husband took us through pure hell!! My daughter purchased a car from here and one week later it broke down. My husband and daughter took the car back and the owner who is the husband cussed my husband out and told him to get the F off of his property. They took the keys back from my daughter and would not cancel the contract. They acted as if they fixed the car and would not communicate with my daughter or me. The owner (Wife) was rude and hung up on me several times and would not return any phone calls. Two weeks later she called and said the car was ready and my daughter picked it up one hour later and took it to have another diagnostic on it, in which we found out that they switched the coils around instead of replacing them and put the old spark plug on the car, and yes it broke down on the highway, as soon as she left the from getting a diagnostic done and wouldn't start back up. All this is within a month of her purchasing the car. She had the 30-day warranty and they still made her pay for the diagnostic, and the so-called repairs that they never did, and never reimbursed her. They didn't even want to pick the car up after it was only a couple of hours after she picked it up that it broke down again. They kept getting nasty and left the car there for 4 days, and again all this in less than 30 days! Stay away from this place they will take your money and give you a lemon!

I am working on this and will submit our response Friday morning. It is a lengthy response and is taking a bit of time to respond to everything and upload our documents. I wanted to let you know that we will be responding.

This complaint is regarding a vehicle purchased by ******** ******, the complainant's daughter. She initially reached out to us to purchase a car on July 11th, 2022. We had her approved but she never showed up to complete her purchase and stopped communicating with us. She than applied again August 17th, 2022 specifically referencing the 2011 Volkswagen CC with Vin number on her application. This time she came in the next day once we told her she was approved. She purchased a 2011 Volkswagen CC from us on August 18, 2022. She is a also a repeat customer having purchased from us in 2019 as well. She came with her father to purchase this specific car, she was not interested in anything else. She test drove it as did her father and once approved moved forwarding with the purchase. The car is financed only in her name and she declined additional coverages such as GAP and extended service contracts based on her father's advice that she didn't need either. The mileage at time of sale was 98510.
Her purchase came with a 50/50 30 day/1000 miles warranty. The day she purchased the car she and her father complained of a noise from the front. We set the appointment for the following day at 11am to replace the hub bearing as we needed to order the part. She no showed for that appointment but then reached out to us on August 19th asking about it. We informed her she had missed her appointment and she stated she was unaware of the appointment. We then rescheduled her for Monday August 22nd. She messaged she was on her way and then messaged over an hour later she could not come. We than scheduled her again for the 23rd. We replaced the hub bearing and a hood strut at no cost to her. She than messaged after picking her car up that a parking light was not working. We immediately responded and she answered us the following day. At that point we could not get her in until Friday. She no showed Friday. On August 27th she messaged her check engine light was on. Again we quickly responded and she stated she had had it scanned already at **** **** and would be in on Monday. She sent a picture of that scan and the mileage noted was 99258. She again was a no show on Monday.
She than came to the lot on September 1st with her father. He was driving the car and when he arrived sat in it for some time before getting out. He then walked into the garage to state he wanted to return the car and get her money back. They told him he needed to speak to us in the office. At that point he became loud, yelling and cussing and demanding we take the car back. Than they told him to get out of the garage. He then came into the office and was yelling and cussing at me. At this time I had no idea what had already happened in the garage. I told him to leave my office as I was not going to be spoken to or yelled at like that. His daughter came in and I also advised her we would not be spoken to like that and going forward would have no more interaction with her father. Due to his behavior and demanding the car be taken back and her money returned, we chose to have another mechanic look at the car regarding the complaints. We did not drive or diagnose the car at all. We had the car towed to this mechanic as well instead of driving it there. The mileage at this time was 99363 so an additional 105 miles had been driven since the **** **** scan. Per that mechanics diagnostic/repairs the car had a missing fuse that would cause all the issues the customer was complaining about. This fuse was in place when the car was purchased as it would not have run properly at all if it had been missing and this would have absolutely been noticed when it was test driven prior to purchase. It also could not have been driven for 748 miles which is based on the scan she had done without noticing serious problems. This fuse cannot fall out, it would have been intentionally removed. Therefore it was obvious that the car had been tampered with. The garage replaced the fuse and did a tune up. The total for the bill was 433.18 of which the customer paid $216.59 and we paid $216.59. She had contacted her lienholder
regarding this issue and they contacted us as well. We told them what the mechanic found and the repairs done and sent them a copy of the bill. We advised them this was an intentional abuse of the car by removing the fuse. This means the fuse was removed while in they were in possession of the car. She picked the car up the next day and that afternoon messaged her check engine light came on. She also called about taking it to **** **** to get a diagnostic done so we advised her to do that and send us the copy of the report. We have never received that report even though we asked for it several times. She stated that shortly after that she had taken it to ******* dealership to have it diagnosed. We asked for that report before picking up the car and it was not sent. After leaving ******* she stated she broke down minutes from after leaving there. On Sept 6th we had the car towed back to the shop that did the repair. That mechanic spoke with ******* to find out what the diagnosis was as we still did not have the report. The reason she broke down after leaving ******* was due to the coil packs being checked and not put back properly. The repair done at this time was direct ignition coil replaced, spark plugs replaced, timing solenoid replaced and both wiper blades. All these repairs and towing were done at no cost to her. To verify repairs the car was driven for over 100 miles and had no issues. We advised her the car was ready to be picked up on Sept 14th. She paid nothing for the additional repairs bearing in mind from the beginning she had a 50/50 warranty only. The next day she had another issue with the car. She texted us that she had returned to ******* and they advised her that she had too much oil and it was causing it to leak. For them to look any further she would have to pay another diagnostic fee. I don't see why a dealership that did not sell her the car would look at it for free and diagnose the oil issue to begin with. We than advised her she would have a diagnostic fee with us as well. She did not respond. She than texted on the 16th that part of her breather box was missing. We advised her to check with ******* as we had never touched the breather box and had no parts to it. She was also given the direct number to our service garage. On September 20th she texted again about diagnostic fees and did we know the engine had been replaced and the engine in the car was not what belonged in a Volkswagen CC and that perhaps that's why she was having all these issues. She than asked if we switched out her engine when it was in for repairs. She was advised again to contact service. However, after the initial intentional abuse to the car by removing the fuse and accusing of us removing an engine we felt we had done enough in repairs at no cost to her. Bear in mind that we had a reputable outside garage do the repairs so it would be unbiased.
In the midst of this back and forth with her she authorized her mother to speak with us which we did do after the garage incident with her father. Those conversations did not go well and we advised her we would only speak with Ms. ****** going forward as she is the sole owner of the car.
In closing, we feel we have done more than we were required to in regard to our warranty terms. The customer paid one bill of $216.59 and we paid all the other bills for the stated repairs above. We also waived a $300 remaining down payment she owed us to offset the $216.59. So she has actually paid nothing out of pocket to us for this car's repairs. I am attaching copies of the bills and her application where she chose this specific car. I have whited out her personal information on the application for privacy reasons. The only reason we are sending it is to show that she chose the car herself specifically.