Complaints

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

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  Moss Motors

  1401 Surrey St. Lafayette, LA 70501

  
• 

  Moss Motors

  1545 SE Evangeline Thruway Lafayette, LA 70508

  
• 

  Moss Motors

  6142 Johnston St Lafayette, LA 70503-5619

  

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:02/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a 2010 ML550 with about 88,000 mileage. I brought my car to MB moss motors on Johnston street on 11/23/24 for a noise when driving. I picked up my car on 11/25/2024 and paid $3,034.00 for change of the AC compressor. I probably drove this car twice before 11/29/24 after it became inoperable. On the reverse gear, the car was moving forward. On 12/12/24, the tow truck driver can't even open the doors using the real key. The driver said he hasn't seen such thing, the car just went dead. The service department told me that they need to change the module, that it will cost me $1400.00 but won't charge me for labor. To this date of 2/12/25, they called me to say that they're still waiting for the parts to come from Germany and gave me the ETA of March 25,2025. The physical condition of this car is great, it's between covered garage at home to my place of work at *****. For all this time and here on to their ETA, we're talking of over 3 months. This is very outrageous and unacceptable and I need assistance on how to come to a resolution. I have reached out to MB customer care with case # ******** and all they told me is the ETA of the parts from Germany. Hoping for your kindest assistance. Thank you.

  

  Business Response

  Date: 02/19/2025

  Good Afternoon, 

  We have addressed this issue with *****. This situation is out of ******** **** ** *********** control. We understand that it is frustrating for the customer, and we wish that there was something we could do on our end but unfortunately there is not. This is a ***** issue. 

  Customer Answer

  Date: 02/20/2025

   
  
  Complaint: 22932618
  
  
  
  I am rejecting this response because:
  
  To wait for the needed parts to fix my car that was towed to their service on December 5, 2024 is outrageous.  With the given ETA of March 25 for the parts to come in is frustrating.  I'd like to know when the purchase order was done and the reason why this is not available at a reasonable time. I have talked with Darius from **** customer care and he told me that the issue is with Moss Motors.  I find this was handled very poorly.  I had to come to this position of escalation due to failure of communication, I had to make the calls to find out about the status of my car.  With my car from mostly being in our garage to my place of work, ********* ******l covered parking tower,  it is disturbing to think that my car has been in their open lot  all this time.
  
  Sincerely,
  
  
  
  Leonor **********

• Initial Complaint

  Date:01/16/2024

  Type:Delivery 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.

  Purchased a ford bronco for sticker price. Did not negotiate or ask for a discount.
  2.5 months later still do not have my plates, or the promised second key fob. I’ve followed up 9 times with managment and sales. Very disappointed, hate to leave negative feedback but have to warn future customers of the lack of service and honesty.

  

  Business Response

  Date: 01/29/2024

  To address the lack of plates/registration of the vehicle:
  Purchase of this vehicle was by a Church Organization in another
  state. In most cases, Churches are tax exempt for vehicle purchases so we do
  not question when the deal was structured without tax collection. Paperwork
  from Moss to register the vehicle was sent to the appropriate DMV in Texas.
  This Texas DMV rejected the tax exempt status stating that the vehicle did not
  meet qualifications as it did not hold a qualifying number of passengers. We
  relayed this message to the customer and requested the amount of tax that the
  DMV presented was due to be paid along with the DMV’s provided regulation sheet
  explaining such. The customer disagreed and decided to payoff the car thinking
  that would make the registration problem go away.
  
  After explaining that vehicle transactions must be processed in
  order of which they happened, we restated that the DMV required these taxes be
  paid and we had no authority to override the DMV. The customer gave us the
  information for the DMV he usually gets his vehicles registered through, and we
  were given the same information that the vehicle purchased did not meet the
  qualifications to be tax exempt.
  
  Fortunately, the customer was able to find a statute within his
  state where the passenger # qualifier had been removed for Church Exemption
  status in recent years. We promptly presented this information to the DMV who
  admitted that they were in the wrong. Paperwork was re-submitted to the DMV who
  has records that the plates and registration were mailed off directly to the
  customer on 1/10/2024.
  
  While we agree that this was an unfortunate incident, the
  plate/registration delays were due to the Texas State DMV and not Moss Motors,
  Inc and Moss worked diligently to work within the laws that were presented to
  us.
  
  To address the lack of key:
  The vehicle purchased was a used vehicle. We only had 1 key
  on-hand for this vehicle, and there is no written agreement or commitment by
  the dealership to provide a spare key. There was a verbal discussion between
  the Salesperson and the Customer that he would contact the previous owner to
  see if they had a spare, but as of now, the previous owner has not been able to
  locate and is currently unavailable to search for said key. Our sales manager
  will keep in contact until this matter is resolved.

  Customer Answer

  Date: 01/29/2024

  
  
  Complaint: 21150280
  
  
  
  I am rejecting this response because:
  

  as of today 19 days after temp tags have expired I don’t have tags.  I have been to tax office they are clueless.

  Had to pay additional money to get temp tags. 
  

  I have several e mails and text confirming they agreed to mail a second key fob. 

  I’ve spent 2 hours at the tax office. 
  I don’t want to leave negative reviews or escalate higher but the lack of integrity is disturbing. 

   

  
  
  Sincerely,
  
  
  
  ******* ******