Very bad experience

I was probably under the same impression as others were at first. I thought they were good people and I heard how long they’ve been in business and how they do business a certain way. But in the end, an issue came up during my buying process and they looked out for themselves rather than making it right. I drove 6 hours round trip for a car that I called about and was told they would hold for me (sounded great). When I got there, the car was 15 minutes away getting looked at because the check engine light was on (he could have called to tell me that). I waited at the shop for a couple hours and find out it’ll be the next day before it’s done (come to find out the shifter mechanism ended up being another issue). Courtney reiterated they are such good people and the car is mine…and Mark is an honest guy. Sounds great, right? I reorganized my schedule for the next day but the car wasn’t done (FYI…I do this multiple times; even taking time off from work). They encouraged me to check frequently with Courtney and could even check with the mechanic. So I called the mechanic one time and evidently Mark said not to give me information. I think it’s because Mark wanted to charge me for a new part that needed installed but actually ordered it used (that’s speculation on my part and I hope isn’t true). I don’t care about getting a used part. I would do that if I owned it. But he told me that he ordered a new part from the Mercedes dealership and it was going to cost him a thousand dollars. He suggested there had to be a price change for him to handle it, and I told him we could make it fair for both even though I don’t feel I should pay since it was his staff that soaked the car while detailing and caused the issue with the shifter. After a few days I finally got in touch with Mark and he explained that he canceled the new part and ordered used. Again, why hide that and tell the shop not to tell me? If he was upfront I would have had no issue. They go on to say it’ll be a week….so I called in a week and there’s more issues with installing the shifter mechanism and they haven’t figured it out. That’s the answer I get every other day. Evidently it’s just sitting at the shop with people scratching their heads…or that’s all I know since they won’t tell me anything. I did call every 2 or 3 days (as they encouraged me to do) because they said they don’t know what’s going on. Courtney acts annoyed when I call and simply says “it’s not done” or she says she will call with an update and doesn’t. I didn’t enjoy that I had to keep calling. So it’s either they didn’t keep their word and sold it and hoped I would get tired of waiting….they do business with shops that aren’t competent and can’t fix cars adequately…..or they just don’t care to get a customer their car. All I wanted was to buy this car for my wife. She has been going through countless medical issues and dealing with her little sister fighting cancer. This car wouldn’t have helped with what she’s going through, but would have put a smile on her face and I explained that to Mark. Almost 4 weeks after driving to Chicago to pick up the car….still no car and Mark ignores all messages from me. To me, that’s not how you treat people. Just tell me the truth. Especially when any eagerness I had to get this car was from a good place; to give to my wife. I even apologized for calling and checking in each time. I thought they were treating me poorly but I really wanted the car….so I took it. This review comes after I’m simply done with the entire situation and have moved on. Now I have countless hours of wasted time and no car. Odds are people will still buy regardless of this negative review. Honestly, there is much more negative I could say but choose not to. I just hope nobody else has the same “buying” experience I had. Be cautious with them. But if you can get a good deal with no issues, good for you.

Matt,

We have read your review you posted. With respect, we would like to respond to your comments. As of the date you did your review, the car was not sold. We are in the business of selling cars and would have liked very much to sell you the vehicle. Yes, unfortunately, mechanical issues beyond our control did arise and prevented the sale. The part that was ordered did take longer to receive than expected and once installed, the cars computer had a problem reading the new part. Sometimes problems occur which we can not control, but we do our best to make sure the car being purchased is in best mechanical order. We use certified mechanics that have been in business for many years with impeccable reputations. We apologize you felt like you received the run around from us. That was never our intention. We wanted the vehicle to be in top working order for you and that took longer than any of us expected. Again, we apologize for the way the circumstances went, but it was beyond our control. We sincerely hope things are better for you and your wife and wish you nothing but the best.

Sincerely,

Motorcars Express


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