Motors Northwest

Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] The notion that I was explained specifically how the warranty worked is completely falseWhat I was told was the warranty Motors Northwest offers is a free month warranty that comes with the purchase of a carWhile Rick was handing me the papers to sign and explaining what each one was for (as an example he would say this one is for registration for the vehicle, this one is for the credit union to open the account, etcthere were a bunch of documents I had to sign for the sale of a car which I'm sure everyone knows.) when it came to the warranty he just said "this one is for the warranty." Never was the extended warranty explained at allOnce all the papers where signed he handed me the pamphlet for the warrantyWhich I thought was just the month warranty converges Not until Jan/Feb I noticed the balance for the car was almost double the cost of the carI spoke with the credit union and then saw on the price breakdown that there was a charge of $for the extended warrantyAt that time I didn't know a warranty could be cancelledI was in the process of moving from Federal Way to Everett and spoke to a sales associate at another dealership and they told me I could cancelOnce I found that out in March I called Motors Northwest and ask to cancelThen I was told by them I don't want to cancel because the year/ miles of the car that is best if I keep it on because with that car it could die any minute and I told them I still wanted to cancel either way That's when they explained to me the only way I could do that is by coming into the dealership there was no other wayI told them I couldn't get down there because I had to work and yet they still said that's the only way I could do itI told them how I live in Everett now and living so far and work there was no way to make it and asked if there was any other way I could do it either by email or anything and they said noThey never offered mailing the document to me because if they would have offered I would have been fine with doing it that way I think they added the extended warranty because when I purchased the vehicle I was given the price of $3,(In a text message from an associate think his name was Jason)But after test driving the car and deciding I wanted it they tried to mark it up to $4,that's when I showed Steve (the associate that helped me when I came in) the text message telling me the car's price was $3,he was disappointed to see that took the my phone to the back office and I'm assuming had a discussion with Rick or a manager about itHe came back and then said "fine that will be the price." Finally after being able to take the day off I go down to Motors Northwest and Cancel the warranty in OctoberOnce I did that they said this is priority and we will get this done very quickly and told me it would take business daysA month after that I called my credit union because my balance was still significantly high and found out a payment was never madeI called the warranty company and they said the account is still activeI call Motors Northwest and speak with Rick where he then changes his story and says it will be done very soon that and some one from the warranty company needs to come to the dealership and finish the paper workHe then tells me its high on the priority listThen I call my credit union again in December and still nothing had been doneAnd that's when Rick told me it was OK to file a complaint and hung up on mewhile he gave me many excuses on why nothing has been done I would like the full cost of the warranty refunded due to the facts I have brought upI trusted them and they deceived me into thinking they had my best interest at heart and they really didn't, they wanted to get commission on a over priced warranty that cost more than the car it worth itselfI purchased the car for $3,and the balance was near $7,that is not rightAnd they knew this was one of my first purchases on my ownI had someone with me the whole time who was there during the whole processShe was there when Rick spoke about the warranty how it was a month free warranty that they offerNEVER did they explain anything about the extended warrantyI have had to miss work, stress over money, interest is getting collected on all this money I shouldn't have to owe and really don't think its rightThey should step up and do me right this one time because I feel they have been against me this whole entire time Thanks [redacted]

Complaint: [redacted] I am rejecting this response because: when the repairs were made at none of my cost, the sales manager told me he doesn't know what else to do, the brake lights and tire pressure monitoring system are still on as well as the lies of the tires not being safe for the roadI am not lying about anythingAs well as me giving a copy of the vehicle marked at and the owner fabricated a new one stating it was 19000$I contacted the bank and the representative told me to go to the dealership to buy back the vehicle in regards to them being the lien on the vehicle miles does not also make the tread of tires wear out that fast where it measures up to the safety limitsAs you can see the owner has admitted into what I have listed.Sincerely, [redacted] ***

Thank you again for the follow-up; Just to briefly recap: Miss [redacted] purchased a car and declined purchasing anextended service contract.Subsequently, in the following months Miss [redacted] hadproblems with her car.Miss [redacted] contacted our dealership with her firstproblem of the car dying, without question, we fixed itThe cause, someone hadbeen messing with her battery cables and they were looseShe was chargednothing and up and running again, right away.Miss [redacted] contacted us again about her car runningroughAgain, without question, we took her car into the repair shop, replacedspark plugs, tuned it and returned it to her, up and running again; and again,no charge to her.Miss [redacted] again contacted us about a run ability issue.Again we brought her car in, diagnosed it, found that mice or rats living underthe hood were the culprits, replaced plug wires and got her back on the road.Most recently, Miss [redacted] called us about her Air Baglight being illuminatedShe informed us that she had just picked up her carfrom a quick lube place and that the "seat had been messed with."Again, without question and without any cost to her we crawled under her seat,found disconnected wires and informed her of the problem or lack of a problemHerissue was resolvedAdditionally Miss [redacted] stated that she randomly hadtransmission slippage problems when periodically climbing big hills in her car.Again, without question and without any charge to her we diagnosed her car,found no error codes and could not duplicate the problemAdditionally, out ofgood will we added a "red solution into the transmission" (Miss[redacted] words) ("red solution" = hi-test transmission fluid) againat no cost to her attempting to head-off any future problemsWhen Miss [redacted] emailed, informing us that the problem had persisted, she asked for advice onthe next stepShe was then informed that there may be no preventative fix forher aforementioned concern and that eventually, according to her description,the car may need transmission workAt that time she was given a referral tothe transmission shop that our dealership usesInstructed her to mention thatshe was our customer and that she could expect a typical transmission repair tocost approximately $2,and that we typically get a 25% discount and wewould pass that savings on to her at her time of need.This, again, is an accurate description of the events and howthey transpiredProblems do occur when selling used carsWhen they do, we doour best to make it as easy as we can on our customers.Our hope(s); that reading back through the complaint(s), itis perfectly clear that we have gone above and beyond our obligations to rightthese situationsSecondly, that Miss [redacted] will come to understand that wewant this right for her tooWe cannot "fix" every problem that ariseswith an automobile but when they do arise, and they will, we are here to assistto the best of our abilities

Dear *** ***:Thank you for the forwarded correspondence from Ms.***.Her recollections of the events that have transpired areclose-to-accurate.Ms*** did purchase her Kia from us on March 27, 2015,but she obtained her financing for the vehicle with a sub-prime lender,
***.On March 10, 2015, prior to her purchase, her Kia wentthrough a thorough inspection and serviceThe Kia was diagnosed: problem-freeat that time and subsequently when she purchased it two weeks laterThe oiland filter was changed and the front brakes were at 80% and rears 70%.A month after her purchase Ms*** did call with a runability concern, asked for our help and we obliged out of good-will.Over the next few weeks, the seemingly same problem reoccurred.Each time we offered to diagnose Ms***’s car’s malfunctions at no costto her Ms*** did call two weeks ago about her car dyeing,was going to get it back here and then determined that she simply had a badconnection with her battery.This is truly unfortunate and very inconvenient for Ms.*** and not our intentionWe pride ourselves in ourservice-after-the-saleWe never want to sell a car with future-problems.We need the car hereWe need to a complete run abilitydiagnosis on her carThe last time Ms*** was here the conversation seemedto get one-sided-confrontationalIt must be disclosed that if there isanything that has caused the problem like misuse or a pre-existing condition,the warranty that was included, would deny coverageWhen the vehicle was here,it was noticed that under the hood there was rat feces and some rodent debris.It was mentioned to Ms***’s accompanying party that that may be thecause of the battery cable and the plug wires failing but we would be happy togo ahead with the diagnosisShe replied with hostility stating that she isgetting the runaround and that she would leave and check all of her options.In summary, this is badWe are truly sorryThis veryrarely happensWhen it does, we want to fix it! We value Ms***We wantMs*** to have a great car and a great ownership experienceWe need thecar here, one more time …so we can try to just get this resolved and Ms.*** on the road …never off the road again.Respectfully:*** ***General ManagerMotors Northwest

Complaint: ***I am rejecting this response because: I have sent them pictures of the tires and the receipt of the new tiresI have not made any threatsBut I am in my legal rights to do a review on how my deal went.Sincerely,*** ***

Well Revdex.com;
Got to admit, we have had more than a few complaints over the past fifteen years, most all of them with some sort of legitimacy, all of them we have addressed, this one …Hmmmmm
Interest, a part of borrowing money from any lending institutionNot many banks are in business loaning
money for free, none of the lenders that we are familiar with
10% APR on a seventeen year-old car, with less-than tax and license down, for a first-time buyer …is seemingly a wonderful job getting this loan package financed at this rate with a primary national lender
The current market value of this Ford Focus is $4,The purchase price that Miss*** paid was $3,three months ago
In closing, we will not be paying off Miss*** Wells Fargo loan with no interest whatsoever
Respectfully;
J.TC***
General Manager
Motors Northwest

In December 2014, during the purchasing process, Mr*** was clearly explained his included coverage, his options for additional coverage and the cost associated with an optional extended service contract. Mr*** signed five separate documents that plainly broke down all of his chosen
expenditures.At the beginning of October Mr*** requested to cancel his extended service contractAt that time, he was offered to complete this by mail or in-person to ensure original signatures on the documents as requiredMr*** chose to come in person.Subsequently, the Cancelation Request was processed October 19, 2015, the first following week day.The cancelation and refund process takes approximately three weeksWhen this was expedited a refund was sent out to the auto loan lien holder as per his registrationIt was then returned to us two weeks later due to the original credit union (lien holder) reassigning Mr***’s loan to a different credit union (lien holder)Mr***’s new lien holder received the cancellation refund check at the beginning of last weekAlthough this process typically is not as expedient as we nor our customers would like it to be, it should not have taken this long and although this was not in our control, we apologize

Dear Revdex.com Complaint Representative:
Per our discussion on the phone; this complaint is unwarranted, full of slanderous disinformation and should be removed. We do understand the Revdex.com stance that the site provides an unbiased forum and appreciate being a Member although, as stated in the previous...

phone conversation, when deceit is promulgated it seemingly becomes partial truths. This is truly unfortunate. Our lack of perfect-performance-every-time has permitted legitimate complaints in the past and we typically make efforts to rectify the situation, learn from our mistakes and strive to do better the next time. This complaint is the exception and we wish that it need not even be acknowledged.
“The reason I selected sales issues because it sums up from salesman, finance manager, service as well as the owner.”
* Every person that Mr. [redacted] came into contact with was at fault? There is one common denominator.
“I was told my trade in value was $10,600 leaving me with no negative equity.”
* Mr. [redacted] was educated on the value of his current vehicle well before he arrived at our dealership and made that clear up-front. Additionally, Mr. [redacted] was provided with all documentation, in writing, prior to his purchase and endorsed the aforementioned documentation.
“As well as before during and after the test drive I pointed out the faults of the vehicle with my salesman and him promising they will fix all of it for me.”
* Mr. [redacted] had some of his concerns addressed at the time of his purchase, negotiated away others and had others repaired at no cost after the sale. Mr. [redacted] has subsequently found other things that he wanted ‘fixed’ and is being unreasonable with his requests offering threats and ultimatums.
“Tires were not safe to drive on the road, brakes were around 20-25% and the tire pressure monitoring system was faulty.”
* These are some of the fabrications that were mentioned above and on the phone. Mr. [redacted], admittedly “has a buddy that is a mechanic” and said, with no proof, that “he said the brakes were low and the tire tread was too.” Mr. [redacted] was (1) given a copy of the independent inspection performed on his car, (2) had the car re-inspected by us at an independent ASC Certified shop, at no cost to him and the front brakes were again inspected and recorded at 80% and rears new. No issue with the tires.
“The finance manager decided to skim through the contract on the computer not on paper showing me I signed what I signed for and agreed to pay for but they made me come in because we supposedly forgot to sign and initial a section and they marked up the vehicles price from 13,500 to 19000.”
*The stock number of the vehicle that Mr. [redacted] purchased was 7824. We have sold over 6,500 vehicles over the past 10 years and, until now, never had a person allow our finance manager to “skim through” the fifteen+ documents and “not show what signed for” and hide an extra 5,500 mark up and have the customer agree to pay it later.
  “I went in and talked to the sales manager and the owner to fix my vehicle and the financial portion of my contract and to buy back the car if they don't and I literally got cussed at using very extreme derogatory marks by he owner himself showing frustration and almost kicking me off his lot. I felt disrespected and harassed. As I came in numerous times to schedule appointments and fix my car, I recently picked my car up today with them stating the faults are fixed as I got a second opinion the faults were not fixed and I was just given a receipt of the repair to make it seem like they got the vehicle fixed.”
*Mr. [redacted] is accurate with his description; “frustration”, “cussed at”, “extreme derogatory remarks”, “disrespected”, and “harassed”. Mr. [redacted] returned to the dealership after getting his “buddy’s opinion” with demands of buy-back, unsafe to drive, lies like he “hadn’t driven the car since the day he bought it because it has bad brakes” (the car had 415 addl. Miles on it). Mr. [redacted] was all of the above and used all of the above in his favor including threats. Mr. [redacted] was asked to leave the lot.
“I also tried communicating with my salesman and come to find out he got arrested for who knows what which made me loose my credibility to what I was trying to resolve.”
*Mr. [redacted] threatened just this, “anything I can do to get you back if you don’t buy the car back.” Mr. [redacted]’s salesman is an asset to our dealership, a good man, here, gainfully employed and this is simply a derelict disparaging statement out of spite.
In summary. Mr. [redacted] was treated with great respect during his entire shopping experience. Mr. [redacted] was thoroughly explained his deal in its entirety from the price, to trade value, from down payments to interest rates and monthly payments, from what he was getting and what he was promised to receive later. When Mr. [redacted] had concerns they were addressed promptly and fixed at no cost to him. When Mr. [redacted]’s “buddy” or someone else got a hold of him, over three weeks later, something changed, and he became not only unreasonable but malicious.
In conclusion, none of this, none of this is warranted and should not have been published. This is the farthest thing from who we are or how we conduct our business nor do we ever let it get this far, with a real problem, we never want a customer to go unsatisfied …this one is hopeless because it is completely based on lies.

Dear Revdex.com of WA:
Mr. & Mrs. [redacted] are valued customers and very nice people. The car that they came down and purchased was in excellent condition, completely inspected and serviced and sold to them with confidence. Additionally, the vehicle had been discounted $1,000.00 from the listed...

asking price.
The “bald tires” in question were found to be with-in limits at time of inspection. When Mr. [redacted] contacted us a few days later with his concern he had already replaced all four tires and disposed of the originals.
Mr. & Mrs. [redacted] purchased a nice, safe vehicle at an excellent, discounted deal and waived any implied warranty.
Motors NW did not have the opportunity to remedy Mr. [redacted]’s concern and was simply asked to pay him money after his determination that the tires were unacceptable to him.
Motors NW was emailed and faxed pictures of some tires a week later.
Mr. & Mrs. [redacted] actually came back into Motors NW the day after their original purchase to re-do their paperwork and did not have a concern with the tires then. It was a few days later when Mr. [redacted] decided to replace all four tires and call for reimbursement.
In summary, Mr. [redacted] is respected and valued here. This is not the first used car Mr. [redacted] has ever purchased. Mr. [redacted] was given pleanty of opportunity to inspect the vehicle before his negotiations and subsequent purchase. Mr. [redacted] works at a car dealer and is very aware of how to inspect and purchase a used car. Mr. [redacted] made neoumerous threatening phone calls to us that he uses Yelp and he is waiting to see if we make him “100% satisfied” before he writes his review.
In closing, this is unfortunate. The [redacted]s purchased and wonderful car at a wonderful deal.

Thank you again for the follow-up; Just to briefly recap: Miss. [redacted] purchased a car and declined purchasing anextended service contract.Subsequently, in the following months Miss. [redacted] hadproblems with her car.Miss. [redacted] contacted our dealership with her firstproblem of the car dying, without question, we fixed it. The cause, someone hadbeen messing with her battery cables and they were loose. She was chargednothing and up and running again, right away.Miss. [redacted] contacted us again about her car runningrough. Again, without question, we took her car into the repair shop, replacedspark plugs, tuned it and returned it to her, up and running again; and again,no charge to her.Miss. [redacted] again contacted us about a run ability issue.Again we brought her car in, diagnosed it, found that mice or rats living underthe hood were the culprits, replaced plug wires and got her back on the road.Most recently, Miss. [redacted] called us about her Air Baglight being illuminated. She informed us that she had just picked up her carfrom a quick lube place and that the "seat had been messed with."Again, without question and without any cost to her we crawled under her seat,found disconnected wires and informed her of the problem or lack of a problem. Herissue was resolved. Additionally Miss. [redacted] stated that she randomly hadtransmission slippage problems when periodically climbing big hills in her car.Again, without question and without any charge to her we diagnosed her car,found no error codes and could not duplicate the problem. Additionally, out ofgood will we added a "red solution into the transmission" (Miss.[redacted] words) ("red solution" = hi-test transmission fluid) againat no cost to her attempting to head-off any future problems. When Miss. [redacted]emailed, informing us that the problem had persisted, she asked for advice onthe next step. She was then informed that there may be no preventative fix forher aforementioned concern and that eventually, according to her description,the car may need transmission work. At that time she was given a referral tothe transmission shop that our dealership uses. Instructed her to mention thatshe was our customer and that she could expect a typical transmission repair tocost approximately $2,500.00 and that we typically get a 25% discount and wewould pass that savings on to her at her time of need.This, again, is an accurate description of the events and howthey transpired. Problems do occur when selling used cars. When they do, we doour best to make it as easy as we can on our customers.Our hope(s); that reading back through the complaint(s), itis perfectly clear that we have gone above and beyond our obligations to rightthese situations. Secondly, that Miss. [redacted] will come to understand that wewant this right for her too. We cannot "fix" every problem that ariseswith an automobile but when they do arise, and they will, we are here to assistto the best of our abilities.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I would also like to note that the vehicle has a airbag light on now that won't go off and that I would like to have that issue addressed as well since I don't know what is causing this light to stay on. I can have the vehicle taken to their shop this week so that it can be inspected.Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because: when the repairs were made at none of my cost, the sales manager told me he doesn't know what else to do, the brake lights and tire pressure monitoring system are still on as well as the lies of the tires not being safe for the road. I am not lying about anything. As well as me giving a copy of the vehicle marked at 13500 and the owner fabricated a new one stating it was 19000$. I contacted the bank and the representative told me to go to the dealership to buy back the vehicle in regards to them being the lien on the vehicle.  415 miles does not also make the tread of tires wear out that fast where it measures up to the safety limits. As you can see the owner has admitted into what I have listed.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
The notion that I was explained specifically how the warranty worked is completely false. What I was told was the warranty Motors Northwest offers is a free 3 month warranty that comes with the purchase of a car. While Rick was handing me the papers to sign and explaining what each one was for (as an example he would say this one is for registration for the vehicle, this one is for the credit union to open the account, etc... there were a bunch of documents I had to sign for the sale of a car which I'm sure everyone knows.) when it came to the warranty he just said "this one is for the warranty." Never was the extended warranty explained at all. Once all the papers where signed he handed me the pamphlet for the warranty. Which I thought was just the 3 month warranty converges.
Not until Jan/Feb I noticed the balance for the car was almost double the cost of the car. I spoke with the credit union and then saw on the price breakdown that there was a charge of $2500 for the extended warranty. At that time I didn't know a warranty could be cancelled. I was in the process of moving from Federal Way to Everett and spoke to a sales associate at another dealership and they told me I could cancel. Once I found that out in March I called Motors Northwest and ask to cancel. Then I was told by them I don't want to cancel because the year/ miles of the car that is best if I keep it on because with that car it could die any minute and I told them I still wanted to cancel either way.  That's when they explained to me the only way I could do that is by coming into the dealership there was no other way. I told them I couldn't get down there because I had to work and yet they still said that's the only way I could do it. I told them how I live in Everett now and living so far and work there was no way to make it and asked if there was any other way I could do it either by email or anything and they said no. They never offered mailing the document to me because if they would have offered I would have been fine with doing it that way.
 I think they added the extended warranty because when I purchased the vehicle I was given the price of $3,995 (In a text message from an associate think his name was Jason). But after test driving the car and deciding I wanted it they tried to mark it up to $4,995 that's when I showed Steve (the associate that helped me when I came in) the text message telling me the car's price was $3,995 he was disappointed to see that took the my phone to the back office and I'm assuming had a discussion with Rick or a manager about it. He came back and then said "fine that will be the price."
Finally after being able to take the day off I go down to Motors Northwest and Cancel the warranty in October. Once I did that they said this is priority and we will get this done very quickly and told me it would take 10 business days. A month after that I called my credit union because my balance was still significantly high and found out a payment was never made. I called the warranty company and they said the account is still active. I call Motors Northwest and speak with Rick where he then changes his story and says it will be done very soon that and some one from the warranty company needs to come to the dealership and finish the paper work. He then tells me its high on the priority list. Then I call my credit union again in December and still nothing had been done. And that's when Rick told me it was OK to file a complaint and hung up on me. while he gave me many excuses on why nothing has been done. 
I would like the full cost of the warranty refunded due to the facts I have brought up. I trusted them and they deceived me into thinking they had my best interest at heart and they really didn't, they wanted to get commission on a over priced warranty that cost more than the car it worth itself. I purchased the car for $3,995 and the balance was near $7,000 that is not right. And they knew this was one of my first purchases on my own. I had someone with me the whole time who was there during the whole process. She was there when Rick spoke about the warranty how it was a 3 month free warranty that they offer. NEVER did they explain anything about the extended warranty. I have had to miss work, stress over money, interest is getting collected on all this money I shouldn't have to owe and really don't think its right. They should step up and do me right this one time because I feel they have been against me this whole entire time. 
 
Thanks
[redacted]

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:I was assured that the car was thoroughly inspected before I purchased it however since the second week of buying this car there has been nothing but problems from there. I feel as though Motors NW did not tell the full story as to the incidents with the vehicle. There were never rat dropping shown to my sister or myself when we requested to see what they were referring to. The battery connectors were only pushed onto the battery by my daughter's dad since they were halfway off and not tampered with as they claim.When the vehicle was taken in to Motors NW the battery connectors could be lifted off with no effort so they had to replace them. Also the airbag light came on after I took the car to Jiffy Lube for a routine oil change. The technician who was significantly taller to me had to move the seat back to fit into my vehicle. At no point in time was I ever advised to never move the seat or the cable could unplug. As far as any and all repairs that have been done to the vehicle I have paid for all of them out of pocket with exception to the battery connectors and I have debit statements to prove that. The last time I took the vehicle into Motors NW for inspection I was told by JT that their mechanic could not look at it because he left to go home at 4:30 daily and I could not be there by that time due to the fact that I don't get off work til 5:30. I have had used cars before and have never had issues like this only a few months later. At this point the idle is still rough, still can't go uphill, and the vehicle has to be started multiple times when I go to drive it. I have tried to work with the Motors NW but I feel as if they are trying to put the blame on me as to why the vehicle is malfunctiong. I feel as though this process has been dragging on with no resolution in sight. I am not satisfied at all with the vehicle that I was sold. Sincerely,[redacted]