• Report: #1060073
Complaint Review:

Motorplex: Auto & Heavy Truck Repair

  • Submitted: Tue, June 18, 2013
  • Updated: Tue, June 18, 2013

  • Reported By: Adam — Traverse City Michigan
Motorplex: Auto & Heavy Truck Repair
420 H ST NW, Auburn, Washington USA

Motorplex: Auto & Heavy Truck Repair Misquoted then Overcharged & Held Vehicle - Did not tell me cash only. Auburn Washington

*REBUTTAL Owner of company: Adam Rochford

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My RV needed service 25 miles east of Seattle along I-90 on Sunday evening, 06/09/2013. I called Motorplex and was quoted $150/hr for mobile repair. The mechanic, Don, spent 30 minutes trying to repair the RV but couldn't, and charged me for 2.5 hours of labor (said this was due to high traffic on a Sunday evening). Although I doubted the 30 minute drive took him an hour each way, I paid him.

The RV needed to be towed to a service shop for a new fuel pump. I told Don that I was planning on hiring another company, but he gave me the best towing quote ($199/hr) and said it should take 2 hours to tow. Don said that the parts and labor would come out to roughly $400 and that his Auburn, WA shop could service it "in the next day or two" in order to get me back on the road. I assumed this to be his best judgement rather than an attempt to acquire my business. I expected the total cost of towing & repair to be $800 + tax, so long as no other major issues were discovered.

Motorplex did not contact me on Monday. On Tuesday I learned that the tow supposedly took 4.5 hours and that the total of parts, labor, and towing was in the $2500 range. This change came without any new information on the RV (such as something suggesting additional repairs needed), other than the fact that it was now on their property.

This leads me to believe that at least one of the following three things are true about Motorplex: 1) their mechanics are inexperienced enough to accurately estimate the time/cost of a job, 2) the mechanics/management intentionally underestimates quotes in order to acquire business they otherwise would not have, 3) the mechanics/management are intentionally overstating the time/cost of a job after it has been completed, thus overcharging the uninformed customer.

Now I am trying to have the vehicle released to another towing and repair service. However, the owner now informs me that he will only accept cash or money order. This was not disclosed to me prior to towing. Their website advertises accepting Visa, Mastercard, Discover, & American Express. I am traveling, thus the days of them holding my property is valuable (they know this and are using it against me in retaliation for filing with the BBB).

To specify, Motorplex is the service center and Pro-Tow is the towing company. Both companies are under the same owner.

This report was posted on Ripoff Report on 06/18/2013 12:52 PM and is a permanent record located here: http://www.ripoffreport.com/reports/motorplex-auto-heavy-truck-repair/auburn-washington-98001/motorplex-auto-heavy-truck-repair-misquoted-then-overcharged-held-vehicle-did-not-1060073. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 REBUTTAL Owner of company

Adam Rochford

AUTHOR: Keith - ()


Subject: Adam Rochford

Mr. Rochford contacted PRO-TOW after hours dispatch on Sunday June 9, 2013 for an emergency roadside mechanical service.  Mr. Rochford was quoted an hourly round trip rate of $149.00 per.  The PRO-TOW technician contacted Mr. Rochford for more detailed information via telephone and they determined it was best to bring and install a fuel filter as part of the emergency roadside service call.  During this Sunday emergency service call the fuel filter was changed and charged at $16.36.  The total emergency roadside service call was $422.30.  This amount included 2.5 hours, the fuel filter and tax.  Due to a problem with the fuel pump that could not be fixed during this emergency service call, Mr. Rochford requested a quote for towing his Motorhome.  Mr. Rochford was quoted a rate of $199.00 per round trip hour.  Mr. Rochford requested his motorhome be towed to Motorplex Auburn in-shop service department, which is a different company than PRO-TOW.  PRO-TOW and Motorplex have the same owners.  The tow of the motorhome was 4.5 hours with a total including tax of $972.51.

After arrival at the Motorplex Auburn service department, on June 11, 2013 a phoned estimate was provided for repairs of $2,476.84, which included the PRO-TOW towing invoice of $972.51.  The parts needed for repair were special order and unique to this vehicle per the manufacturer provided information.   Mr. Rochford voiced considerable displeasure.  In attempt to alleviate concerns for Mr. Rochford a price concession was provided and a written repair and towing estimate of $2005.35.  Mr. Rochford decided to not proceed with this estimate and instead picked the vehicle up and had it towed by another towing company to another place for repair.  A price concession was still provided and Mr. Rochford paid for the towing invoice only on Friday June 21, 2013 for the amount of $648.34.  As part of the price concession I had agreed to with Mr. Rochford the form of payment acceptable was provided in writing as cash or cashier’s check.   Mr. Rochford’s complaints to the Better Business Bureau and the Attorney General were subsequent to the estimates and price concessions. 

What has followed is Mr. Rochford personally harassing phone calls on my personal cell phone and my personal cell phone number was never provided to him.  These harassing phone calls have been during and after business hours.   Also, Mr. Rochford has been a part of considerable slanderous internet activity in attempt to inflict harm upon our business.

In summary, Mr. Rochford was provided verbal or written estimates for every aspect of his transactions.   All charges have been in compliance with these estimates.  Furthermore, a price concession was provided to him to assist with his dissatisfaction.   I understand the extreme financial pressures that purchasing a used motorhome with preexisting conditions causes.  I also understand the extreme financial pressures that come with moving to another state and starting a new job.  Regardless, these circumstances do not warranty any further price concession.   Also, these circumstances to not warrant any further harassing personal phone calls, nor any further slanderous activity.


Keith Lewis


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