Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Vehicle bought in December '21 with no reported problems. On April 27, 2022, vehicle was taken to Murdock for third row fans not working, wanted the fan motors checked. We picked up the vehicle and brought it back on May 6 due to fans working but now A/C was not working in all fans. The A/C was working fine previously. The aux blower and rear evaporator were replaced. While in their service the dash had been broken and replaced, three vents were cracked and were not replaced until addressed, glove compartment was not secured properly (twice), and grease stains throughout the interior. The vehicle was returned the following day for a detailed cleaning and for parts to be ordered, in the process, defrost coil was snapped off rear glass window and hanger part was broken when returned. Those items were later fixed when the vehicle was brought in again for leaking in the front passenger floorboard due to A/C line. The paperwork claimed to be "cuased by time" when asked what that meant - told it was not correct. The A/C continued to leak after fixing the hose and then a cracked AC and replacement of upper/lower case & actuators. The vehicle was in the shop for over 2 weeks due to parts, sick mechanics and sensors on vehicle going off. When picked up the vehicle on August 2, 2022, I drove the vehicle to work (6mi) noticed leaking from under the hood, dropped a co-worker off (1mi) headed home (2mi) and that's when I lost control of my vehicle. My engine, traction and ESC sensors all went off as I was turning off a busy road, I was almost in an accident and was stranded on the side of the road. The engine had overheated, white smoke emitted from the vehicle and there was large amounts of liquid pouring from under the hood. We have contacted Murdock and asked for itemized list of parts that were ordered for vehicle, told they have to "dig" it up as they order from in house & can't find the records. Asked for separate date in/out for each concern one couldn't be provided.
  

  

  Business Response

  Date: 09/13/2022

  Business Response /* (1000, 5, 2022/08/16) */
  On August 16, 2022, I was able to talk to Scott ******* and discuss this repair of their 2012 ***** as well as their concerns. We discussed that there many issues that required repair. During the repair some other issues arose. The dash did crack as a result of a previous crack. It was replaced at no cost to the customer. The heater box also had a crack in it. This was due to age and expansion and contraction. We originally attempted to seal the crack. This is a normal repair. When that didn't correct the problem, we replaced the box at no charge to the customer. I informed Mr. ******* that I ran a ****** history report on the vehicle showing that it had a previous AC leak in 2018. We discussed their concerns regarding the fingerprints as well as the water leaking in to the floorboard. These concerns were addressed and corrected. I asked Mr. ******* if the vehicle was operating properly. He said that it was and that he was happy with his vehicle. We are sorry that the ******** had a bad experience at Murdock Manhattan. We have used this event as a training tool and made corrections to our quality control to keep this from happening again.
  Mr. ******* and I spoke about the trade/wholesale appraisal that we did on the vehicle. They were upset that the offer was not the $****** that they owed on the vehicle. They were offered a fair market trade/whole value when we appraised the vehicle. We spoke about that the pay off amount included sales tax and interest that was also part of their original purchase. I do not know the exact details of their transaction as the vehicle was not purchase from our business. Mr. ******* said that they are happy with their vehicle and thanked me for reaching out.