Mark Paisley

Formal Complaint: Egregious Service Issues and Assault by Service Manager Mark Paisley I am writing to file a formal and urgent complaint regarding my recent service experience at MotorWorld in Wilkes-Bar Service Manager Mark Paisley I am writing to file a formal and urgent complaint regarding my recent service experience at MotorWorld in Wilkes-Barre, culminating in a deeply disturbing and unacceptable incident involving Service Manager, Mark Paisley, today, June 5, 2025. As a loyal customer of MotorWorld for nearly 20 years, having purchased vehicles and consistently utilized your service department, I have unfortunately endured a long history of subpar vehicle service and exceptionally poor customer service. My recurring experiences include excessive billing, a pervasive lack of trust due to aggressive upsells, and consistently terrible customer service. A common and highly frustrating practice is being quoted an initial price for service, only for the cost to significantly increase once work commences. My current ordeal began on May 29, 2025, when I brought my vehicle in to diagnose and fix a loose wire. I was initially told the issue was found and that I could pick up the car the following day. However, I subsequently received a call stating that work could not be completed as expected. Then, as is customary with MotorWorld, the quoted price for the service was increased. The primary reason for my distress today was a call I received this morning, June 5, 2025, stating the car wouldn't start. I was quoted an additional $500+ to swap the battery. I declined this service, as a comparable battery and installation cost only $150 at PepBoys, located just a few miles away. This refusal, it seems, led directly to the shocking confrontation I experienced today. Prior to arriving at MotorWorld, I had contacted your dealership, requesting that my car be ready and the invoice emailed to me, as I was in a rush. The invoice was indeed emailed. However, upon my arrival, Mark Paisley was waiting for me in the parking lot. He immediately confronted me, demanding, "What's your problem?" I explained my frustration with the service experience, specifically the $1,500 charge for what was described as a "loose wire," which I found excessive. While I wasn't refusing to pay the existing charge, I was expressing my displeasure with the overall experience, including being told on three separate occasions that my vehicle would be ready, despite needing it for my son's driving lessons, and the recurring pattern of cost increases. Despite an earlier assurance from another MotorWorld employee that paying the invoice later was acceptable, Mr. Paisley refused to let me leave the premises without immediate payment. He stood directly in front of my vehicle, physically blocking my departure. He then approached my car, got directly in my face, and aggressively questioned "what's wrong with me" and why I was unhappy. I attempted to de-escalate the situation, having experienced negative confrontations in the past, and simply wanted to retrieve my car and pay the invoice later that evening. However, Mr. Paisley persisted, repeatedly telling me I had no reason to be upset, despite my clear distress. Feeling cornered and intimidated, I paid the bill on the spot. Following this, Mr. Paisley walked over to my car, put his arms inside my vehicle, and threw the invoice at me. I was utterly stunned and drove away shaking. My father-in-law was present during this entire ordeal and witnessed Mr. Paisley's appalling behavior. I was humiliated and feel physically assaulted by Mark Paisley. This incident is not only a gross display of unprofessionalism but also a severe breach of personal space and safety. Coupled with the persistent issues of excessive billing, lack of transparency, and poor customer service, this experience has irrevocably damaged my trust in MotorWorld. More

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