Complaints

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

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  MacDonald Motors

  61 East Conway Road Center Conway, NH 03813

• 

  MacDonald Motors

  PO Box 120 Center Conway, NH 03813-0120

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:06/20/2023

  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.

  Brought my car in for a dealer specific repair around May 3rd 2023. Car was at the shop for two and a half weeks, "repaired" and paid for on May 12th. Brought it home, after a month the same issue occured. Got it towed back to dealer ship first week of June, they "repaired" it again and charged me, sent me home. A week later the same issue happened, now they cannot tell me what is wrong with my vehicle or when it will be fixed. They are willing to rent me a car at 75 dollars a day, and are not providing me with any peace of mind regarding my vehicles repair. New issues are magically happening to my car that have never happened before they "fixed" it. I am a single father of three, and need a vehicle since I live twenty minutes from anything. This is complete disregard for customer, and I am starting to think it is a way for them to make more money off of someone who doesn't know the first thing about cars.

  Business Response

  Date: 06/30/2023

  Mr. ******** came in on 5/19/23 with a check engine light on. It was diagnosed as a camshaft position sensor.  The sensor was replaced, and the customer picked up the vehicle on 5/11/23 with no check engine light on.  The customer drove the vehicle 1,184 miles before getting it towed back saying it was not drivable.  The vehicle started up immediately for us. We drove it and there was no check engine lights on.  There was a code stored in the history of the the vehicle for RPM Performance.  Ford testing stated to reprogram the powertrain control module and the transmission control module if this DTC occurred.  We performed the re-programming and drove the vehicle every day for 3 days in order to verify the customers issue did not happen again.  Customer had the vehicle until 6/19/23 and then called stating the issue occurred again.  We paid to have the vehicle towed to Macdonald Motors at no charge to the customer.  When the vehicle was towed in it started and ran with no check engine lights on.  The history still had a code for RPM performance.  We drove the vehicle every day until 6/27/23 to recreate the customers concerns as it appeared that the issue was intermittent.  After 71 miles and 5 hours of diagnostics (at no charge to the customer) the customer elected to pick up the vehicle.  The issue is intermittent, and we are unable to duplicate the problem.  Since we cannot duplicate the problem there is no diagnostic path to follow.  We cannot fix what is not broken. 

• Initial Complaint

  Date:10/31/2022

  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.

  Feb 2021
  5000 mile’s transmission lines broke of the transmission all the fluid drained out. They replaced the lines and the transmission has not been right since.
  Oct 2021
  Went to the business to get resolved. Told me it would be 4-6 months for parts and still have not heard from them to fix this problem.
  Oct 2022
  Reached out to them 2x and they said someone would get back to me and still no one has.

  Business Response

  Date: 10/31/2022

  Customer originally came into the dealership with approximately 5000 miles on his truck complaining of leaking transmission lines.  They were replaced under warranty, The customer then came into the dealership again on 10/19/2021 with 79,615 miles on it. He had a screeching noise while shifting. The only work done was a transmission flush. No parts were ordered nor were they noted on the repair order. The next time we heard from the customer was a little over a year later and he now has approximately 140,000 miles on it. We have spoken to the customer on 10/31/22 and my service manager has set up an appointment in January to diagnose his complaint.