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:05/07/2025

  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.

  On Saturday 4/19 used 2018 Lexus RX with sales guy was ****** ******* (Unprofessional, rude, and pushy) who sold me the car with a chipped windshield. Before I left the lot when I purchased it, I was promised to have it fixed. I was given an appointment which I had to take time off of work to do and when I get there they tell me there is no windshield repair appointment for me but instead an appointment was made to fill my windshield washer fluid!!??! A complete waste of time and proof they they do not care about you once you drive off that lot. I was pin ponged around to ********************** then back to used cars to find myself with a "Manager" ***** who is completely rude and dismissive rolled his eyes at me when I approached him. He didn't even say hello or apologize for the mess I've been put in by HIS team. He made me feel like I was a bother and even dare to tell me rudely with an attitude "you the one who asked for my help" when I told him that the steps he is taking I already did with an different manager the day of me picking up the car. They dont care about you here dont buy anything or leave with the care until everything is fixed dont let them give you false promises. **** has the nerves to tell me today "I'm in sales and I have customers so I can't help you" like how dare you treat me like I am not your customer. ********************** can send me a check for the windshield replacement and I can get it done on my own.

  Business Response

  Date: 05/15/2025

  The sales manager **** ***** spoke with this customer and their vehicle is currently in the Lexus service department.  The customer is currently in a ********************** service loaner while the windshield gets replaced.  If the customer has any other concerns, they can reach back out to **** ***** directly.

   

• Initial Complaint

  Date:04/20/2025

  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.

  Within the 7 day/500 mile exchange timeframe, I requested to exchange the Certified Preowned ************* I purchased from ************* of *********************** because, it did not go through the inspection required to qualify as a CPO. Not only did it have cosmetic damages (interior trunk light cover cracked, trunk door trim had multiple areas of scratches from an animal, there was food and garbage under the seats), it had to be serviced within the first week after purchasing it for the steering wheel column cover to be replaced (the clips were cracked and it was hanging off) and the rear shock absorbers were bad. Because they refused to replace all of the cosmetic areas with noticeable damages, I requested to exchange the vehicle within the exchange policy period and was told, "yeah so unfortunately for any vehicle there is not exchange programs or anything...".The CPO exchange policy is advertised on the ************* website and every certified ************* dealerships website, including ************* of Wilkesbarre. The issue I had with the 'rear shock absorbers' that they claimed to have repaired has worsened.******** Corporate failed to assist me because they were unable to communicate with the dealership due to their lack of cooperation.If I am not satisfied with the outcome of this complaint, I will be seeking legal advice.

  Business Response

  Date: 04/25/2025

  MotorWorld spoke with this customer in Feb of 2025 and explained the *** inspection list to the customer.  After informing the customer that this vehicle did pass all the items on the list, we would still fix any issues she had with the vehicle as a one time goodwill gesture.  The customer agreed and brought the vehicle in and showed the Service Manager **** ******* everything she would like fixed with the vehicle and the service department fixed it at no cost to the customer.  There is no exchange for this vehicle. If the customer would like to trade the vehicle in on another vehicle, she may contact the sales manager and they can help her with that process.

  Customer Answer

  Date: 04/28/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23227552
  
  I am rejecting this response because:
  
  I did not have any communication with a **** P, only an **** in the service department. Also, they would not agree to fix all the issues I brought to their attention and I have documentation that states they refused to repair these issues.

  As for the exchange, on the ************* website and on the ************* of Wilkesbarre website, it states that one of the benefits to purchasing a CPO ************* is that you are able to exchange the vehicle for another CPO ************* if you are not satisfied with your purchase and withinin the first 7 days or 500 miles for one of equal value or more and the customer is to cover the difference. Upon requesting to take advantage of this benefit, I was told, Thats not a thing.

  Regards,
  
  **** ******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 05/05/2025

  Ms. ****** spoke with the Customer Relations Manager after speaking with **** and the *** informed her that we would fix all of her issues at that time.  The customer accepted that offer on the phone.  As for the return policy, the customer did not bring that to the attention of the *** until it was well past the 7 day window.  She accepted the offer and brought the vehicle in and we addressed everything she brought to our attention at that time.

   

• Initial Complaint

  Date:04/01/2025

  Type:Sales and Advertising 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.

  On the dealerships website and their main company page of ******* they labeled a cars MSRP at $1450. I called and asked the dealership if they matched listed **** from their own website to which the individual ****** responded yes. I asked for confirmation and she guaranteed they would match what was listed. I told her the car I was interested in and she told me she was going to talk to the manager and call me back. I called back after an hour of not hearing from anyone for ****** to tell me her manager would call me. Manager *** ***** called me and stated he would not sell the car lower than $54000 because it was a typo. I do not believe it was a typo as it was listed on multiple different websites and the car was advertised at that price for almost two weeks. All of my calls were recorded by the dealership where they stated they would honor the listed price.

  Business Response

  Date: 04/04/2025

  The **** listed on the website was clearly an inadvertent error that has since been corrected. 

  Customer Answer

  Date: 04/07/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23146696
  
  I am rejecting this response because:
  The listed price was clearly listed for over 10 days. Even after being altered to the error the site still showed the listed MSRP for an additional 2 days. The listed price was not an inadvertent list as the business had more than ample opportunity to correct the error as multiple other individuals had viewed the car. I believe this listing was intentional to draw attention to a newer listing.
  
  Regards,
  
  ****** ******
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 04/25/2025

  The customer understands that the price listed online was unreasonable and was the result of a posting error, which has since been corrected. There is nothing further we can do for this customer in this matter. 

  Customer Answer

  Date: 05/02/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23146696
  
  I am rejecting this response because:
  
  the business listed the price on multiple websites for multiple days resulting in multiple different opportunities for the error to be corrected had it truly been a mistake. The price that was listed seemed to focus only on drawing attention to the vehicle and drive interest on the car in a false manner.
  
  Regards,
  
  ****** ******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:03/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Bought used truck remotely and they delivered vehicle to my home.The truck was delivered with a leaking front tire , TPS issues and the ventilation system would only blow air out of the defrost vents no matter where you put the selector switch .After many phone calls to salesman, ****, they finally got back to me about getting it fixed. I made arrangements to take it in to a local shop and have it repaired but before they would agree to pay they wanted a estimate for the repairs which I sent them for parts and labor which they agreed to pay. To do this repair you need to take the complete dash apart to get to the parts once in there the shop noticed that somebody had been in there before them. They found missing screws and broken tabs and more parts that needed to be repaired which were not on the original estimate, another $730. This part is what caused the first part from the original estimate to go bad, the sales manager decided he was not going to cover this part.This problem is a common problem with these trucks. They say they have Certification Program called Mile One Certified, 30 day /1000 mile. They should have found these problems during their inspection and they either found the problem and decided to put back together and not fix it. Since somebody was in there before I got the truck.

  Customer Answer

  Date: 03/24/2025

  The dealership is going to send me the new part so it looks like the problem has been resolved thanks for your help.

  Business Response

  Date: 03/24/2025

  I believe there was some miscommunication with this.  The Service Manager spoke with the customer today and informed the customer that we would be taking care of the repair for the customer.  If the customer has any other concerns, he can contact ****, the Service Manager.

  Customer Answer

  Date: 03/24/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ******* **********
  
  

• Initial Complaint

  Date:02/27/2025

  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.

  The power transfer unit went in my vehicle 2021 jeep cherokee in November 2024. I took my jeep to the dealer and was told they can't get the part til May. They haven't helped me with a car to hold me over in the meantime. They gave me a 800 number to open a case and arent helping to either get the part quicker or get me in a vehicle either. Matter of fact they aren't even answering messages or calls.

  Business Response

  Date: 02/28/2025

  This customer brought there vehicle into our dealership and we determined the vehicle needs a PTU.  The part is on backorder until May of 2025.  We reached out to ******** on November 26, ******************************************************************************************************************************************** putting the customer into a rental.  The dealership does not have a loaner available to the customer at the time she brought the vehicle in for service, however we did inform the customer that we would put her on a list for when a loaner was returned.  She is currently due to receive a loaner in the month of March.  ******** responded back to the dealership that they were unable to help with putting the customer into a rental and they would do their best to expedite and get the part to the dealership as soon as possible.  

  The dealership is trying to do everything possible for this customer. This is a manufacture issue, not a dealership issue. If you have any questions, you can contact me directly at ************.

  Thank you 

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

• Initial Complaint

  Date:11/05/2024

  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 called Mercedes finance to cancel my gap insurance several times. They tell me I have to contact MotorWorld where I purchased it from. After explaining that I've attempted to contact, and have left voice messages with no return call, they are unable to assist. I wanted to cancel my gap insurance months ago and they've charged me all this time. I don't feel as if it's great customer service to make your clients wait to cancel services and to continue to charge them in the meantime. I tried calling finance back today to explain what a hard time I was having and all she could do was apologize and transfer me to a line that eventually disconnected. I called the dealer back and told the lady who picked up the phone that I was having trouble and she stated she would get me a live person as she snickered. Transferred again to a machine. I left voicemails months ago, left one again today, still paying gap insurance with *************.

  Business Response

  Date: 11/11/2024

  We apologize that we have not spoke with the customer.   The finance manager has spoke with this customer this weekend and sent her all the paperwork to sign.  We are just waiting for this paperwork to be sent back to us to process it. If the customer has any questions, please contact the finance manager.

   

  Thank you 

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

• Initial Complaint

  Date:11/01/2024

  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 leased a brand new Jeep Grand Cherokee here in June. On July 3, I hit a deer that jumped in front of my vehicle on the interstate. I had the vehicle taken to Motorworld for repairs on July 7.I was initially told that numerous parts were on back order, which I was understanding of. However as the months went by and I began to question which parts and where have they been ordered, I was never given an *********** forward to the beginning of October, at which time I was finally told that the service department finished mechanical repairs and the body shop would do their work. Numerous people in person and via phone, of which I even have voicemails of and text messages, assured me the vehicle would be completed for October 16. As this day came and went, I received no updates. When I called, I was told that they are yet again missing a bumper harness that I never came in. I finally received news that it was received the following week, and the repairs should be finished by weeks end. When I called again that Friday, I was now told that they were missing a front camera, the first time this was mentioned. This past Wednesday, I was again told that the camera had arrived and they are completing the repairs. Today when I called, I was told they are missing numerous parts from the original order with no projected completion date. While I understand there have been supply issues, I am disgusted that after almost 4 months, I have been assured repeatedly the vehicle would be done and have been given numerous completion dates. If all these parts are still missing why has this never been clearly relayed. I want an honest answer of the cause of these delays. I want to know exactly what parts are missing and what they are doing to obtain them. I want to know why I have been given numerous completion dates if all these parts are truly missing. I am a lifelong customer, buying numerous vehicles here. But after this experience, I do not plan on ever returning.

  Business Response

  Date: 11/07/2024

  Ms. ******* was in a car accident and the vehicle was towed to MotorWorld Bodyshop on July 8th.  The insurance company *********** sent their adjuster out on July 9th to inspect the vehicle and write a estimate.  The vehicle had $21,031.70 worth in damages.  The vehicle did not run or drive when it was towed in.  The bodyshop needed to have a service technician come to the bodyshop to inspect the vehicle and get the vehicle so it was able to move.  At this time, the adjuster from *********** informed the customer that possible parts issues could delay the repairs.  The parts for this repair were order and placed on 7/22/24.  Multiple parts were put on backorder from the manufacture. The repair was delayed because of the parts being on backorder.  On part (among others) the front bumper absorber was just received on Nov 4th.  This part was needed in order to install the front bumper prior to the vehicle being taken to ************ for them to diagnosis codes and to perform calibrations.  Car was fully reassembled on Nov 6th and now is waiting to be looked at in the service department. This repair was approximately 70 hours in labor and over $16,000.00 in pairs.  This customer was informed by the insurance adjustor that this was not the type of repair where anyone could accurately estimate any type of estimated completion date due to the severity of damages and amount of parts needed. We will contact the customer as soon as the service department is finished with the vehicle.  

   

  Thank you 

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

• Initial Complaint

  Date:09/11/2024

  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 purchased a 2020 jeep wrangler in 2022, I noticed corrosion in a few spots, jeep said it would be covered under warranty and i had to take it to a dealer. So i did. They ordered parts and they just came in, over a year later, My Jeep is at Ertley motorworld, it went there August 29th, I was told it would take about 17 days, I received a call on Sept 6th that when they took my side steps off the bolts and brackets broke, they could order me new ones but i would be responsible to pay. I told them i shouldn't be responsible. Now today, Sept 11th, I receive a call that they broke my windshield and ordered me a new one, But I am responsible for $400 to replace it! How is that my responsibility?? There is no way I should have to pay for this! I would like my side steps and windshield that was broken by them replaced my them and paid for by them as it should be. I have not gotten a lawyer yet, but i believe that may be my next step, in the meantime, i hope you can help. I have left 2 messages today for a manager at Ertley and I am waiting for a call back.

  Business Response

  Date: 09/18/2024

  After speaking to this customer, we are replacing the windshield at no cost to the customer.  While doing the repair, the customer's bolts were rusted and there was miscommunication.  The bolts can't be replaced so we are replacing the sidesteps for the customer at no cost.  We informed the customer that her vehicle will be ready today and she will pick it up, however we had to order the sidesteps and they will not be in.  She understands and will bring the vehicle back when they come in for us to install them.  The customer was happy with the outcome.  If she has any questions, she can contact me directly at ************.

   

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

• Initial Complaint

  Date:08/31/2024

  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 purchased a 2020 ***** CRV Hybrid from Motorworld. I maintained the vehicle and kept it garaged, changing the oil, rotating the tires and kept up my end of the warranty requirements.On August 22, ************************************************************************* We were traveling at 65 mph. The engine light flashed briefly and we were fortunate to move the car to the side of the highway.The car was towed to Motorworld. Three days later we picked the car up after being told there was nothing they could do there was nothing wrong with it.The car is still under warranty.I contacted the ***** recall number and was told the dealership would have to find and confirm the problem and there was nothing they can do.I found a December 2023 CBS report that revealed this problem is something many consumers are experiencing. It stated ***** is working to replace the fuel pumps on my model and year.I called the recall number again and they did confirm that they will replace the fuel pump, but even though my exact car is listed because it was manufactured in a state not yet covered in the recall there is nothing they can do.I am very concerned about the lack of concern shown by the dealer and *****. This is clearly a safety issue.I am afraid to take this car on the highway and afraid to take it by myself at night. I looked into a trade in and purchase a new car but that is only putting someone else at risk.Something needs to be done.

  Business Response

  Date: 09/04/2024

  This client had their vehicle towed in on August 21, 2024 with ****** miles on it.  At that time, the customer stated the check engine light came on and the vehicle just died on the highway.  When we went to write the repair order for the vehicle, there currently was no check engine light or any other lights on at that time.  When the technician looked at the vehicle, he found that there was a pending code P0304 and no stored snapshot or stall data.  He cleared the code per the diagnostic chart and removed the spark plugs.  All look normal.  He road tested the vehicle while monitoring data and no abnormal data at this time.  A valet driver took the vehicle on a extended test drive and there was no issues at all during the road test.  We were unable to duplicate the customers concern at that time.  

  I understand the customer's frustration, however we are not allowed to replace a part, unless we are able to duplicate the customer's concern.  We have to follow the rules set by the manufacture in our dealer agreement.  If the customer's check engine light comes back on or has any other concerns, we ask that the customer bring the vehicle right back to the dealership.

  Thank you

  ****************************;

  Customer Answer

  Date: 09/05/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22224836
  
  I am rejecting this response because:
  
  My husband and I do not feel safe driving this car. We live in a relatively rural area which means we frequently drive rte 81 and the *********************. On Saturday, August 31st I brought my car to Motorworld and received a proposal to trade the car in for a new model. I also did the same with two other dealerships. Motorworld offered me $2,000.00 less on a trade than the other 2.

  My car is sitting in my garage 500 miles short of my ****** mile warranty

  If it loses power again on the highway we are at risk of being hit from behind. There are two additional problems that need to be addressed. The sensor under the passenger seat is defective so the passenger side air bags wont deploy in the event of an accident. A battery cable is also on recall with a risk of fire if in an accident.

  I am absolutely stunned and frustrated with ***************** and Motorworld and the lack of urgency they display. I ask both would you want your loved ones driving this car? Your mother? Your Grandmother driving it home at night alone on the ******************?
  Regards,
  
  *********************
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:08/20/2024

  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 had my vehicle serviced on Friday, 7/19/2024. This was the day of the global computer outage. My vehicle service was covered under an after market warranty. I paid motorworld in full for the service and they said I would need to contact the warranty company myself on Monday to submit the claim, as they could not access their computer systems that day. I called the warranty company on Monday and they said I was not able to complete the call as the customer, only the dealership could call to verify the service. I reached out to Motorworld to inform them of this, they said no problem and they would contact the warranty company. More than one month later, multiple messages sent with promises that it would be taken care of, it has not. I have called motorworld numerous times now and each time they say the person I need to speak with is busy and they will call me back. Today I called and was sent to a voicemail with no return call. I dont know what to do anymore and its been over a month and Im waiting on approximately $600 to be reimbursed to me. No one will return my calls or give me an answer.

  Business Response

  Date: 08/21/2024

  We apologize for the miscommunication on this repair order.  We just submitted the repair order to your warranty company for you to get reimbursed.  You should received that reimbursement shortly. Once again we apologize for the miscommunication.

   

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

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