Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and we are currently working on getting a new motor put in my jeepIt is currently with them in Puyallup Sincerely, [redacted] ***
We have received and reviewed [redacted] response on September 11th, [redacted] purchased his vehicle, a Chevrolet Silverado 4xwith 90,miles on it, on November 18th, Several months following his purchase, [redacted] called Northwest Motorsport to report that he experienced mechanical difficulty and that he took his vehicle into his local service repair shop, finding that the engine wiring harness had gone outHe spoke with [redacted] , our Customer Relations Manager, who assured [redacted] (as stated in his complaint) that Northwest Motorsport would “make sure [he] was taken care [of]” and that we would be willing to help with some of the repair costsThis occurred towards the end of May, [redacted] informed [redacted] that a Goodwill form would need to be signed, which properly discloses the agreed upon scope of Northwest Motorsport’s promise and obligation, and that an invoice would need to be sent over from the service repair shop, “ [redacted] ” [sic] On May 24th, 2016, [redacted] was sent the Goodwill form, which he signed and sent back that day (see Attachment 1)We did not receive or hear anything else from [redacted] until June 10th, 2016, at which time he asked for next steps (this entire conversation can be read in Attachment 2)We informed him that we had attempted to contact [redacted] several times to get an invoice and were unable to get ahold of them or a response call [redacted] replied that he would contact them and have it sent overOn June 17th, we informed [redacted] that we still had not received itOn Monday, June 20th, [redacted] emailed an invoice in an editable file format to Northwest Motorsport (Attachment 3), at which time he was informed that we would need an invoice sent directly from [redacted] instead of from himShortly thereafter we received a fax with the same invoice attached, though it was not sent to us from [redacted] ; instead, it was faxed from [redacted] , whom at which [redacted] is a branch manager (Attachment 4) After receiving this fax and being suspicious of this activity, [redacted] contacted [redacted] and spoke with an individual who identified himself as the ownerThis person [redacted] spoke with informed us that any questions would have to be directed towards [redacted] ; the conversation did not result in a verified copy of an invoice We are fully willing and wanting to help [redacted] in this matterHowever, the circumstances around the invoice are highly suspiciousFor these reasons, we request and have previously requested that the service repair shop ( [redacted] ) send us the invoice directlyWe feel this is more than reasonable, and is well within typical business practicesWhen [redacted] provides us with a copy of the invoice, we will happily supply [redacted] with his reimbursement check
We have received and had opportunity to review Ms [redacted] ***’s complaintOn June 4th, 2017, Ms [redacted] purchased her vehicle, a Ford Escape, with 59,miles on it from Northwest MotorsportAs part of the deal, Ms [redacted] traded in a vehicle with $negative equity, purchased a vehicle service contract, and committed to paying $1,in down payment (as can be seen in her Vehicle Buyer’s Order in Attachment 1)At the time of sale, she provided three checks (two $checks and a $check) to pay for her down paymentHowever, shortly after her purchase, Ms [redacted] put a “stop payment” on the second of the two $checks, and has an outstanding balanceAs of this date, Ms [redacted] has still not paid the remaining $despite her legally agreeing to the terms of the car deal and signing a contract at the time of purchaseThis matter will be resolved once Ms [redacted] pays the $that is due to the collections companyMs [redacted] made a good faith and legal agreement to pay the full amount of her down payment, and instead intentionally put a “stop payment” on one of her checksAs such, it is unfair for Ms [redacted] to hold Northwest Motorsport accountable her for actionsIn addition, regarding the claims relating to her license plates, Northwest Motorsport has had her plates since June 15th, 2017, at the reception desk at our River Road location ready for her to pick upWhen license plates are received, a notification post card is sent to the receiving customer, which includes Ms***Since that time in June, we have no records of Ms [redacted] contacting Northwest Motorsport regarding her plates nor any desire for them to be mailed to herNorthwest Motorsport still has the plates at that location, and await her to pick them upDue to this situation being caused by Ms***’s action of placing the “stop payment” on the check for the remainder of the balance of her down payment, and since Ms***’s plates are available and ready for her to pick up, we request that this complaint be closed
We have received [redacted] complaint submitted on October 31st, [redacted] ***, who claims to be the daughter of [redacted] , has submitted her complaint to both the Revdex.com and Washington State’s Attorney GeneralOur attorney has prepared a letter of response on our behalf, which can be found in Attachment As stated in the letter, a letter has also been sent to [redacted] regarding this matter, a copy for which can be seen in Attachment 2.Attachment 1:I represent NW Motorsport and was asked to respond to [redacted] 's complaint of October 31, Initially, I would note that [redacted] has not filed any complaint either with your office, the Revdex.com or with NW Motorsport As such, the complainant in this matter does not have standing to raise the issues (she is neither the purchaser nor a court appointed guardian).However, in response, I would not that while [redacted] did accompany [redacted] to the dealership and was present during the discussions and negotiation s for the purchase by [redacted] of the Chevy Silverado truck, [redacted] understood that he was purchasing the vehicle himself as reflected in all the paperwork I've attached the Vehicle Buyer's Order, the Retail Installment Sales Contract, the vehicle service contract, and the GAP Addendum; all were executed by [redacted] as the purchaser of the vehicleAs such, it is incomprehensible to me that [redacted] 's family would now assert that he was not the purchaser What [redacted] did with the vehicle after the purchase of same was and is not something over which the dealership would have any control.The salesman and finance manager at NW Motorsport both confirm that [redacted] was the purchaser of the vehicle, that he demonstrated no lack of contractual capacity, that he understood the process and documents as [redacted] himself did all of the negotiations for the purchase and then executed all the documents He did not display any inability to hear the negotiations or understand the documents he was executing.I trust this explanation and the attached documents satisfy your inquiry into the matter And because [redacted] is not the complainant but instead it's a family member who is not a court appointed guardian and, therefore, has no legal standing to file such a complaint, I would request that your file reflect the same and this complaint not be listed as "unadjusted" or "partially adjusted"If you have any questions in the matter, please feel free to contact me directly.Attachment 2:Your daughter has raised issues in a complaint to both the Attorney General and the Revdex.comWe cannot respond to her given the laws relating to privacy, nor can we agree to the relief she is requesting because you are the purchaser, not her.We have not heard from you as to your thoughts or desires Would you please contact [redacted] directly at the dealership to speak with him about any issues relating to your purchase
I am writing concerning a complaint that I filed against Northwest Motorsports, complaint # [redacted] Northwest Motorsports has reimbursed me for the repairs not covered and has arranged with Ally Corpto honor the warranty at the premium level with all option to include wear and tear, gaskets and seals and high tech coverage I spoke with [redacted] , Account Executive 1, Ally DP&S, he has insured me that the changes are being made to my warranty Thank you for your help in this matter
Northwest Motorsport values its customers, and we regret being in this position with Ms*** We mean no disrespect to Ms [redacted] as we respond to her concernMs***’s primary concern is about something called “credit pulls” in relation to her offer to cosign for a vehicle First, Ms [redacted] acknowledges that she would co-sign for her grandson, which is a permissible act under the fair credit reporting laws Second, Ms [redacted] submitted a credit application during that transaction, which grants approval for Northwest Motorsport to contact various lenders A redacted copy of the credit application is enclosedMoreover, to submit the credit application, Ms [redacted] needed to approve of Northwest Motorsport’s terms and conditions, which clearly state that she is giving Northwest Motorsport permission to access her credit file and try to obtain financing Also enclosed is a copy of the Terms and Conditions attached to the submission of a credit application Northwest Motorsport acted appropriately, although we regret any confusion that Ms [redacted] may have had with the process The inquiries Ms [redacted] mentions are therefore accurate Ms [redacted] is welcome to dispute the inquiries and plead her case to the credit reporting agencies for possible removal We will not put forward additional submissions from this point forward, and wish Ms [redacted] and her family all the best We note that such credit pulls have very little impact on credit, and we thank Ms [redacted] for considering Northwest Motorsport We invite her to contact us if she has any additional questions Respectfully, Jon M [redacted]
We have received and had opportunity to review Mr [redacted] * [redacted] ’s complaint submitted December 11th, Mr [redacted] purchased his vehicle, a Ford FSuper Duty 4xPowerstroke Diesel, lifted with 158,miles, from Northwest Motorsport on January 4th, At the time of sale, he was given the option to purchase a vehicle service contract, which he did (as seen in Attachment 1)Since his purchase, Mr [redacted] claims that he has attempted to utilize his service contract and has been rejected due to the size of the lift on his vehicle exceeding the allowed heightNorthwest Motorsport has contacted his service contract provider, United Car Care, Inc., and verified that the 10-inch lift on his vehicle does exceed the lift height they allow United Car Care allows vehicle service contracts to be sold on lifted trucks, and has an integrated system which Northwest Motorsport uses to facilitate the sale of the contract with customersIn Mr [redacted] ’s case, the system allowed the sale of the contract despite his vehicle exceeding the lift height restrictions (6-inches)This technical and clerical error led to the sale of the contract when it should not have been allowedWe deeply apologize for any inconvenience this has caused Mr [redacted] , and have reached out to him directly with this sentiment, letting him know we will perform a full refund on the service contractMr [redacted] has responded with the initial paperwork but has not completed the final signature to enable us to cancel the service contractBecause of this, we will reach out to United Car Care directly to have them void the contract and send refund to Mr [redacted] ’s lienholder, Tapco Credit Union In his complaint, Mr [redacted] states that he would like Northwest Motorsport to pay for the rebuilding of his transmission and reimburse him for costs he has incurred during his ownership of his vehicleWhile we do apologize for the error made during the sale of his vehicle service contract, this error does not change the fact that the costs of maintaining and repairing his vehicle are his aloneMr [redacted] purchased his vehicle “as-is” and without warranty, and signed several documents stating as much (see “Implied Warrant”, “Disclaimer of Warrant”, and “Buyers Guide” in Attachment 2, Pages 1-3)He also signed to acknowledge that Northwest Motorsport did not promise, in writing or verbally, any additional work or servicing on his vehicle (Attachment 2, Pages 4-5)The purchasing or non-purchasing of a service contract does not release Mr [redacted] of this responsibility of the service and fitness of his vehicleThrough the use of his vehicle, Mr [redacted] would have experienced the need for service irrespective of him having a service contract, especially with a vehicle having over 150,miles, several previous owners, and the vehicle having experiencing an accident (as seen in the Carfax Mr [redacted] signed in Attachment 3) Northwest Motorsport does apologize for the mistaken sale of the vehicle service contract, and has taking steps to ensure Mr [redacted] is made whole in that regardHowever, expecting Northwest Motorsport to cover the costs of his vehicle’s service and maintenance that are completely unrelated to the sale of his service contract is unreasonable and unfairAs stated, Mr [redacted] purchased his vehicle “as-is”, “with all faults”, and without warrantyAt the time of sale, Mr [redacted] ’s vehicle became his sole responsibility to upkeep, maintain, and repairExpecting Northwest Motorsport to pay for servicing of his vehicle which occurred during his use after he took ownership is unjust and directly violates the contracts he signedThe fact that a vehicle service contract was erroneously sold to him does not change thisFor these reasons, and since Northwest Motorsport will ensure the service contract is cancelled in full and refunded, this issue has been resolved in a fair manner to both parties, and we request that this complaint be closed
Complaint: [redacted] I am rejecting this response because: agreements have been made and the car has been returned to the dealershipThe dealer said they would pay off the entire loan and warranty within hoursToday is my last day to respond to this message or the assumption is that everything is worked outI will only close this case when I have confirmation that the car loan is paid in full as well as the warranty purchasedSincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: Northwest Motorsports has now made more excuses for their inability to respond to my emails, voicemails and live up to our signed contractThey mention that there was confusion because my name was not on the contract (I was interpreting for the Thai buyer.) But that is no excuse because I always left my contact information when leaving messagesInterestingly, I just got a phone call from Kyle (the only person that has been willing to help me so far) today (11-13-17) where he stated that they finally have the part to install on the carSo I thanked him and will now finally be able to bring the car in for installation and repairThe car was bought August 18th and it is now November 13thHave they been a good business and lived up to their contract and taken care of this customer? Not even close Sincerely, [redacted] ***
Northwest Motorsport places customer satisfaction as its highest priority We believe in being honest with the customer, transparent, and helpful We do not believe any other dealership places as much attention on customer satisfaction than we do We have a full time staff dedicated to customer service (called our "Customer Care Center"), and we go to great lengths to help customers before and after the sale It is for that reason that we are disappointed to hear about Mr [redacted] 's complaint This response is intended to put his complaint into context, and to explain that his complaint is not supported by the paperwork signed by Mr [redacted] Essentially, Mr [redacted] 's complaint is that he entered into a Retail Installment Sales Contract for 11.9% interest rate, and when NWMS was unable to secure that rate and so advised him, he felt that such was unfair He also alleges "bushing"Initially, I would point out that Mr [redacted] knew that the financing was conditional He executed a Condition of Financing which explicitly states that if the assignment of the financing to a financial institution does not occur, the deal is null and void Furthermore, it explicitly states the law as it relates to "bushing" and advises the buyer that the dealership cannot engage in any further negotiations unless the buyer so desires, and then only after the deal has effectively been unwound with any down payment, trade in, etchaving been returned to the buyer, and the purchased vehicle having been returned to the dealership Mr [redacted] purchased the vehicle on March 27, 2018, a Tuesday, which then would make the (4) four day statutory time for notification on Monday April 2, 2018, a Monday (due to the weekend) The "bushing log" for NWMS shows that Mr [redacted] was called on Friday March 30, and advised him to return the vehicle and that the deal was null and void The log goes on to show that Mr [redacted] was persistently called to return the vehicle on April 2, 5, 6, and 7, but that he refused to do so until April 12, when he then returned the vehicle, the deal was cancelled and all items were returned to Mr [redacted] as part of the unwinding of the deal On April 12, 2018, Mr [redacted] returned the vehicle and Northwest Motorsport did something it was not obligated to do, but did out of our expressed dedication to customer service: we entered into a General Release with Mr [redacted] in return for NWMS not seeking any mileage or other costs Upon executing the General Release, this matter was fully concluded As such, Mr [redacted] ' complaint is surprising As demonstrated by the Condition of Financing, Bushing Log and General Release, Mr [redacted] knew and understood at all times regarding the financing conditions and the law relating to bushing; and that NWMS did not violate any law, policy, or otherwise in this transaction NWMS regrets that Mr [redacted] feels that somehow he was "deceived" or otherwise treated unfairly, but such is simply not the case We wish Mr [redacted] well, and appreciate his patronage We will not begrudge him for filing this complaint, and invite him back to our business at any time
We have received and had opportunity to review Ms [redacted] * [redacted] ’s complaintWe have reached out to Ms [redacted] to address her concerns regarding her windshield and will be fixing the issue she is experiencingWe have provided Ms [redacted] with information to schedule an appointment to examine and address her windshield issue at no cost to Ms [redacted] As stated to Ms [redacted] when we spoke with her, we are deeply apologetic for the mismanagement of communication in her attempts to contact usUnfortunately, her message did not reach the correct person, Dave [redacted] , our Customer Relations ManagerWe are working and taking steps to prevent miscommunications such as this from occurring in the futureWe encourage Ms [redacted] to continue her communications with us and, specifically, Mr [redacted] throughout the process of resolving her issueIf she has any additional concerns or questions, she can reach out to us directly at [email protected]
We have received [redacted] ’s complaint submitted on July 27th, and reached out that day to the purchasing customer, [redacted] , to discuss the written statementsMr [redacted] purchased his vehicle, a Jeep Wrangler Unlimited with 105,miles, on March 20th, 2016.According to Mr [redacted] , he has experiences issue with his automatic sway-bar disconnect module, which has caused his battery to die since his purchaseMr [redacted] also stated that this complaint was submitted in error, as it was sent before he could communicate directly to usThe sway-bar disconnect module appeared functional at time of purchase and during the previous mechanical inspections, and Northwest Motorsport had no knowledge of faultThis module, according to the Dodge dealership’s service center, would cost approximately $3,to replaceHowever, this module is a non-essential part of the vehicle, and Mr [redacted] has since agreed to take an alternate approach to resolving the issue, in which Mr [redacted] will purchase and install a retrofit kit which will bypass the module, along with a replacement battery for a fraction of the cost the Dodge dealership wanted to chargeAfter purchase and installation, Northwest Motorsport will reimburse Mr [redacted] as an act of goodwill in this matter and the issue will be resolvedNorthwest Motorsport is currently awaiting response from Mr [redacted] as to his status with the purchase and installation
Northwest Motorsport does not like being in the difficult position of responding to a customer complaint This is because we value our customers above everything else We do far more than any other dealership in helping customers make an informed decision before their purchase, as well as helping after the purchase even when we are not obligated to do so For example, all of our vehicles are viewable online, along with a downloadable Carfax This allows the customer to be in the best position possible before they even set foot on one of our properties This is true with the vehicles Ms [redacted] considered purchasing.Further, once here, we go out of our way to create a positive customer experience We have comfortable facilities, and let the customers know that they can request a copy of the vehicle pre-sale safety inspection We also tell the customers that they can have vehicles inspected by an outside party if they'd like This certainly took place with Ms [redacted] In fact, Ms [redacted] had the opportunity to test drive any of the vehicles she was looking at and, in fact, test drove a Dodge Journey, Hyundai Tucson, and a Ford Edge Ms [redacted] expressed to our salesman James V [redacted] that she had credit issues, which could cause delays in getting approved for financing The customer ended up buying their second choice (Ford Edge) because their first choice (Hyundai) was outside their price range, and the financing process began This can be a lengthy process, especially when there are some credit issues But we try to make the process as comfortable as possible, and the customer is always free to leave if they want Here, Ms [redacted] reportedly left the lot happy, and gave MrV [redacted] a hug at the end of the transaction MrV [redacted] even got Ms [redacted] food while she waited for the process to be completed, something he was not required to do under any circumstance, but which certainly shows the lengths to which we go in caring for our customers Again, our sales team went over the cars that Ms [redacted] was interested in, and allowed her every opportunity to confirm that the car she purchased was the right one for her needs.The customer called a few days after the purchase to ask about installing some features (blue tooth and navigation) We let her know that we do not pay to install these types of produces, but that we would happily tell the customer where she could get a good deal The customer then complained about the tires We asked that she send us a picture of the tires or to bring the vehicle to our service department so that we could take a look and proceed from there This call ended with the customer telling MrV [redacted] that she was happy and would be sending him referrals (Subsequent investigation reveals that the tires were inspected in the pre-sale safety inspection, and passed.) The customer never sent us photos, and has not come in to our shop We called the customer again, and are hopeful she will respond.Northwest Motorsport values Ms [redacted] 's business, and we truly regret that we are in this circumstance We invite her to contact us at any time, and to bring her vehicle in so we can look at the tires Unfortunately, we cannot undo every transaction, and the law in Washington recognizes this But that never stops us from going out of our way to help customers whenever we can, and we will continue to offer to help Ms [redacted] even after this complaint - we won't hold this complaint against her.Respectfully,Jon M [redacted]
We have reviewed [redacted] ’s complaint submitted, and, with respect to the complaint filer, find his complaint unfounded and misledMr [redacted] purchased his vehicle, a Chevrolet Silverado with 53,miles from Northwest Motorsport on March 26th, As with every vehicle sold as “retail-ready”, this truck had a mechanical safety inspection done, which noted brakes at 50% both front and rear, along with notes regarding it having slotted rotors and a performance muffler (see Attachment 1).After receiving a letter of complaint on January 16th, regarding mechanical issues experienced by the complaint filer, Northwest Motorsport’s Customer Relations Manager reached out to Mr [redacted] to explore resolutions to his issuesThis conversation was brief, and consisted of baseless accusations from the complaint filer and aggressive language regarding our companyOur Customer Relations Manager explained the following reasons as to why Northwest Motorsport is neither responsible for the mechanical issues nor is it obligated legally or ethically to help in this particular case.Mr [redacted] ’s complaint, and complaint letter sent before this complaint, comprises of the following complaint and mechanical issuesFirst, that he had a poor experience not receiving a phone call when a different vehicle was sold whilst he drove to view itSecond, three months after the sale a check engine light came on, which his mechanic cleared and noted low brake padsThe mechanic did not note at this time, as the complaint filer otherwise claims, that there was a muffler issue (see Attachment 2)Third, four months after this inspection (seven months after sale), the complaint filer had issues with a ‘rattling muffler”, an engine code relating to a fuel pressure sensor, and brakes as low as 15% (Attachment 3)Fourth, Mr [redacted] claims that two months after that (ten months after sale) that he had to have his vehicle towed into his mechanic due to his 4xbeing “locked into neutral position”, and experienced an engine light related to thisFinally, due to his engine light, he claims that he cannot pass emissions.While we are sympathetic to Mr [redacted] ’s experience of mechanical issue, none of these fall within obligation of Northwest MotorsportThat said, we are apologetic that he had difficulty early in the sales process, and hope he understands that we are a high volume dealer and sell upwards of vehicles in a single day—a vehicle can be sold in that timeframeAs for his other complaints, and getting into the actual mechanical issues, it is important to note both the timeframes and the mileage of each of these issues, along with their prospective naturesThree months after the sale (at 58,miles), Mr [redacted] took his vehicle in to the mechanic for an oil change and examination of engine lights, both of which were taken care of and fall within his responsibility as routine maintenance (again, Attachment 2).Seven months after the sale (at 62,miles), the complaint filer took his vehicle in to the mechanic to examine a rattling sound, which was diagnosed as rust inside of the mufflerMr [redacted] purchased his vehicle “as-is”, without warranty, and as such faulty parts such as this muffler are his responsibility after the sale, especially after seven months without issue and 9,additional miles put on itThis holds true for the engine light he experienced at this time (fuel pressure sensor), and brake pad levelHaving performance, slotted rotors decreases the lifetime of brake pads, as such rotors are designed to increase effective braking, at the cost of brake pad materialIt is unsurprising that break pads would decrease at such a rate over sevens months’ time and 9,miles of wearThis is, again, Mr [redacted] ’s responsibility as routine maintenance for his vehicle.Furthermore, after ten months of purchase (12,miles), Mr [redacted] experienced his 4xswitch failing, apparently locking his vehicle into “neutral position”, causing his vehicle to need towing to his mechanicWhile we do question the validity of this statement (the switch would likely only fail either in a position of on or off, meaning he would have had 4-wheel drive engaged or not, and either would be drivable), this is an irrelevant point, as this electronic part can fail at anytime in a vehicle’s life, especially a vehicle ten years old and, considering how inclement weather affects such electronics, it is not an uncommon to see such switches have issuesAgain, Mr [redacted] purchased this vehicle “as-is”, and considering the amount of time that elapsed between the sale and the occurrence of this issue, it is fully outside the legal or ethical responsibility of Northwest Motorsport to repair, and the obligation for the repair lays solely upon the complaint filerLikewise, check engines lights relating to this issue also fall upon the complaint filer.At this time, we sympathize with Mr [redacted] , but it is unreasonable to expect the resolution that the complaint filer seeksHis vehicle was fully operational for an extended period of time and miles, and the mechanical issues for which he experienced are not unexpected in a used vehicle’s lifetimeThese issues were not present at time of sale and only occurred after extensive use and time of the vehicleMr [redacted] purchased this vehicle “as-is”, without warranty, and as such it is his sole responsibility to take care routine maintenance and mechanical issue that arise, especially after such a large timeframe
Northwest Motorsport has a very different view of what transpired, and therefore denies the allegations We treat all of our customers with the highest level of respect and care, and we believe we met that standard in this particular situation The customer did trade in the vehicle, but they were told several times during the transaction that it was their choice The customer was also told that taking a vehicle in on trade is risky - since someone from our service department is not present to look under the hood, etc., it could very well turn out that there are more issues with the vehicle than are observed at the point of sale Truthfully, that happens more often than we'd like So this customer was told about our estimates, and explained to them that they were free to not trade in the vehicle if they did not like the offer The customer chose to accept the offer, and the car was taken in by Northwest MotorsportNorthwest Motorsport will contact the customer once again to see if we can provide additional information We will also help the customer undo the service contract if that is what they would like to have happenWhile we are never happy to hear about a dissatisfied customer, Northwest Motorsport believes that it placed the customer experience at the forefront of its dealings in this transaction, and will continue to offer to help the customer even after receiving this complaint Thank you for the opportunity to touch base with this customer and, hopefully, ease their mind about the transaction
Complaint: [redacted] I am rejecting this response because: First of all I'm not a Mr, so more lack of research has been done to address this complaintSecond , in purchasing a vehicle why would I have to assume what features it may NOT haveWhy would I not be told and given the option to accept it or pick another vehicleIf the car dealer does not mention it does not work why would I assume otherwise? You see a rear windshield wiper, you think it would work or is that too much to ask.? And it is a hazard whether they consider it lawful or not because I cannot see behind me when I get over and my window is wet or foggyWhy would I spend 21000, to wreck and kill myself or someone else?? Sincerely, [redacted]
After receiving the enclosed complaint, Northwest Motorsport reached out to [redacted] and her husband to find out more information regarding their vehicle, a GMC Arcadia AWD with 88,miles, purchased on September 27th, After speaking with [redacted] the husband, it became clear that, while the vehicle was having mechanical difficulties, much of what the [redacted] were told from the local GMC dealership’s service department was false--claims having no validityAfter speaking with Mr***, Northwest Motorsport spoke with the GMC dealership and they agreed and continued the repairs, all of which were covered by the warranty (with the exception of cooling lines, for which Northwest Motorsport paid)This issue has been fully resolved, despite shady and dishonest information provided by the GMC dealership’s service department to the ***
To whom it may concern:We have reached a resolution with Mr [redacted] , and have sent him an email reiterating the agreement and process, which also serves as written agreementDue to restraints of his specific make and model, adding cruise control to his vehicle is not a feasible optionAs such, both Mr [redacted] and Northwest Motorsport have agreed to resolve the issue through alternative termsMr [redacted] will be contacted on Monday, September 13th, to schedule a date that week to finalize the resolutionAt this time, both parties are satisfied with the agreement and will be satisfied by the result of the resolution
After reviewing the complaint submitted by [redacted] , with respect to the filer, we find this complaint to be skewed and misrepresenting in several waysOn April 29th, Mr [redacted] purchased a Jeep Wrangler Unlimited X 4xwith 63,miles on it for a discounted price of $21, from Northwest MotorsportThis vehicle was sold as a used vehicle, and without warrantyPrior to listing the vehicle for sale, Northwest Motorsport performed an extensive safety inspection on the vehicle, adhering to both Washington State and Federal standardsAs such, all mechanical or electrical issues that relate to safety were examined and addressed, providing a safe vehicle for sale and useWe take safety concerns extremely seriously, and listen to any concerns our customers bring forward.While the complaint filer claims the vehicle not being wired for rear windshield wiper and defrost functionality is a safety issue, this is simply not the case nor is it considered so by federal or stated standardsInstead, they are considered optional but not required on motor vehiclesMany pickup trucks and vans, along with other cars and SUVS, do not come with these optionsHence, claiming that the vehicle creates a “hazard for me to drive [his] children” or that the vehicle “may kill [himself], [his] children or someone else”, and putting the onus of that risk on Northwest Motorsport is both unjustified and irresponsibleThis functionality is neither required or “vital”, as the complaint filer claimsBecause this vehicle is used, having had a previous owner, modifications to the body and/or interior are completely possibleDue to customers or sellers not disclosing some of these details, and since these details do not involve the safety or mechanical operations of the vehicle, some of these details will not always arise when the vehicle is inspected for purchase or during the safety inspectionHowever, these are optional or cosmetic changes, which to some extent are expected in a used vehicleThe responsibility for these during the sale fall onto the purchaser of the vehicle, and not the seller.Mr [redacted] puts forth two claims regarding the sale of this vehicle: first, that there was a change in the top (from factory soft to hard top) at some point in the vehicles life; and second, that there were no running boards on the vehicle, therefore he, the customer and purchaser, would have to pay to have them installedBoth of these points are true, though the filer fails to understand that these are clear and evident features of the vehicle that were present prior, during, and after the sale; this falls onto the filer to choose whether or not to buy based upon those featuresThis is exactly what our Customer Relations Manager, Dave, attempted to communicate to Mr [redacted] As stated, vehicles may (prior to Northwest Motorsport’s possession) be altered in some way, which, when not involving mechanical or safety as is this case, becomes the buyer’s responsibility in a sale to decide if these features are desirableJeeps owners often do add items or switch out parts such as topsHowever, specifically with this top, though the previous owner did not install the wiring, it is clear that the addition of the rear wipers and defrost are not functional: there are no switches, indicators, or other electronics on the dash.Seeing as the complaint filer purchased this vehicle six months prior to the complaint, seeing as it was sold as a used vehicle, and without warranty, and seeing as the “issues” the complaint filer reports were clear features of the vehicle that were present prior and during the sale, we find this complaint to be without meritMr [redacted] desires a settlement that Northwest Motorsport reimburses the amount for the part and install the wiringDue to these features being being the complaint filer’s responsibility to decide whether or not to buy, we are in no position to reimburse or pay for installation of the wiringDoing so is beyond a reasonable expectation of this companyWe are compassionate to Mr [redacted] ’s concerns, however he purchased this vehicle with the capacity to know these features and ultimately he is responsible for purchasing a Jeep with these features
Complaint: [redacted] I am rejecting this response because it's not a matter of a radio as most people know satellite radio usually requires a subscriptionI was referred to [redacted] in Seattle , not only do I not live in Seattle but I work and they are not open on the weekendsI was never offered anything at wholesale or any resolution that's why I'm here The logic behind six months passing as I also explained is because I bought the vehicle in a warmer temperatureAll the excuses and reference to whatever this company tried to push does not take the place of common decency and senseI referred a friend there , I purchased a vehicle, and the seller knew I had childrenI should have been given the option to know what in the vehicle did not function so I could make a decision based off thatWho see a windshield washer and automatically assumes a basic function like that would not work? Again who put the vehicle on the lot after this inspection and never noted the vehicle was not wired and there was no switch to turn it on? So I ask , if your company didn't notice it , how could I? Clearly this is pointless as you will defend these actions however it's just a matter of common decent and respect for the customer who is paying you for a functioning vehicle that is safe to operateBottom line is I cannot see behind me when it rains or when it's foggySo continue on with your business as I willI will never refer another person and I will tell anyone who will listen about this incidentEspecially on the scene of any accidentWhen you manager Dave says, wow I never even heard of that problem before, sounds like we need to get you into a new jeep, I figured this com song was a lost causeThanks for all your helpYou won't get another dime from me once this jeep is paid or anyone I know Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and we are currently working on getting a new motor put in my jeepIt is currently with them in Puyallup Sincerely, [redacted] ***
We have received and reviewed [redacted] response on September 11th, [redacted] purchased his vehicle, a Chevrolet Silverado 4xwith 90,miles on it, on November 18th, Several months following his purchase, [redacted] called Northwest Motorsport to report that he experienced mechanical difficulty and that he took his vehicle into his local service repair shop, finding that the engine wiring harness had gone outHe spoke with [redacted] , our Customer Relations Manager, who assured [redacted] (as stated in his complaint) that Northwest Motorsport would “make sure [he] was taken care [of]” and that we would be willing to help with some of the repair costsThis occurred towards the end of May, [redacted] informed [redacted] that a Goodwill form would need to be signed, which properly discloses the agreed upon scope of Northwest Motorsport’s promise and obligation, and that an invoice would need to be sent over from the service repair shop, “ [redacted] ” [sic] On May 24th, 2016, [redacted] was sent the Goodwill form, which he signed and sent back that day (see Attachment 1)We did not receive or hear anything else from [redacted] until June 10th, 2016, at which time he asked for next steps (this entire conversation can be read in Attachment 2)We informed him that we had attempted to contact [redacted] several times to get an invoice and were unable to get ahold of them or a response call [redacted] replied that he would contact them and have it sent overOn June 17th, we informed [redacted] that we still had not received itOn Monday, June 20th, [redacted] emailed an invoice in an editable file format to Northwest Motorsport (Attachment 3), at which time he was informed that we would need an invoice sent directly from [redacted] instead of from himShortly thereafter we received a fax with the same invoice attached, though it was not sent to us from [redacted] ; instead, it was faxed from [redacted] , whom at which [redacted] is a branch manager (Attachment 4) After receiving this fax and being suspicious of this activity, [redacted] contacted [redacted] and spoke with an individual who identified himself as the ownerThis person [redacted] spoke with informed us that any questions would have to be directed towards [redacted] ; the conversation did not result in a verified copy of an invoice We are fully willing and wanting to help [redacted] in this matterHowever, the circumstances around the invoice are highly suspiciousFor these reasons, we request and have previously requested that the service repair shop ( [redacted] ) send us the invoice directlyWe feel this is more than reasonable, and is well within typical business practicesWhen [redacted] provides us with a copy of the invoice, we will happily supply [redacted] with his reimbursement check
We have received and had opportunity to review Ms [redacted] ***’s complaintOn June 4th, 2017, Ms [redacted] purchased her vehicle, a Ford Escape, with 59,miles on it from Northwest MotorsportAs part of the deal, Ms [redacted] traded in a vehicle with $negative equity, purchased a vehicle service contract, and committed to paying $1,in down payment (as can be seen in her Vehicle Buyer’s Order in Attachment 1)At the time of sale, she provided three checks (two $checks and a $check) to pay for her down paymentHowever, shortly after her purchase, Ms [redacted] put a “stop payment” on the second of the two $checks, and has an outstanding balanceAs of this date, Ms [redacted] has still not paid the remaining $despite her legally agreeing to the terms of the car deal and signing a contract at the time of purchaseThis matter will be resolved once Ms [redacted] pays the $that is due to the collections companyMs [redacted] made a good faith and legal agreement to pay the full amount of her down payment, and instead intentionally put a “stop payment” on one of her checksAs such, it is unfair for Ms [redacted] to hold Northwest Motorsport accountable her for actionsIn addition, regarding the claims relating to her license plates, Northwest Motorsport has had her plates since June 15th, 2017, at the reception desk at our River Road location ready for her to pick upWhen license plates are received, a notification post card is sent to the receiving customer, which includes Ms***Since that time in June, we have no records of Ms [redacted] contacting Northwest Motorsport regarding her plates nor any desire for them to be mailed to herNorthwest Motorsport still has the plates at that location, and await her to pick them upDue to this situation being caused by Ms***’s action of placing the “stop payment” on the check for the remainder of the balance of her down payment, and since Ms***’s plates are available and ready for her to pick up, we request that this complaint be closed
We have received [redacted] complaint submitted on October 31st, [redacted] ***, who claims to be the daughter of [redacted] , has submitted her complaint to both the Revdex.com and Washington State’s Attorney GeneralOur attorney has prepared a letter of response on our behalf, which can be found in Attachment As stated in the letter, a letter has also been sent to [redacted] regarding this matter, a copy for which can be seen in Attachment 2.Attachment 1:I represent NW Motorsport and was asked to respond to [redacted] 's complaint of October 31, Initially, I would note that [redacted] has not filed any complaint either with your office, the Revdex.com or with NW Motorsport As such, the complainant in this matter does not have standing to raise the issues (she is neither the purchaser nor a court appointed guardian).However, in response, I would not that while [redacted] did accompany [redacted] to the dealership and was present during the discussions and negotiation s for the purchase by [redacted] of the Chevy Silverado truck, [redacted] understood that he was purchasing the vehicle himself as reflected in all the paperwork I've attached the Vehicle Buyer's Order, the Retail Installment Sales Contract, the vehicle service contract, and the GAP Addendum; all were executed by [redacted] as the purchaser of the vehicleAs such, it is incomprehensible to me that [redacted] 's family would now assert that he was not the purchaser What [redacted] did with the vehicle after the purchase of same was and is not something over which the dealership would have any control.The salesman and finance manager at NW Motorsport both confirm that [redacted] was the purchaser of the vehicle, that he demonstrated no lack of contractual capacity, that he understood the process and documents as [redacted] himself did all of the negotiations for the purchase and then executed all the documents He did not display any inability to hear the negotiations or understand the documents he was executing.I trust this explanation and the attached documents satisfy your inquiry into the matter And because [redacted] is not the complainant but instead it's a family member who is not a court appointed guardian and, therefore, has no legal standing to file such a complaint, I would request that your file reflect the same and this complaint not be listed as "unadjusted" or "partially adjusted"If you have any questions in the matter, please feel free to contact me directly.Attachment 2:Your daughter has raised issues in a complaint to both the Attorney General and the Revdex.comWe cannot respond to her given the laws relating to privacy, nor can we agree to the relief she is requesting because you are the purchaser, not her.We have not heard from you as to your thoughts or desires Would you please contact [redacted] directly at the dealership to speak with him about any issues relating to your purchase
I am writing concerning a complaint that I filed against Northwest Motorsports, complaint # [redacted] Northwest Motorsports has reimbursed me for the repairs not covered and has arranged with Ally Corpto honor the warranty at the premium level with all option to include wear and tear, gaskets and seals and high tech coverage I spoke with [redacted] , Account Executive 1, Ally DP&S, he has insured me that the changes are being made to my warranty Thank you for your help in this matter
Northwest Motorsport values its customers, and we regret being in this position with Ms*** We mean no disrespect to Ms [redacted] as we respond to her concernMs***’s primary concern is about something called “credit pulls” in relation to her offer to cosign for a vehicle First, Ms [redacted] acknowledges that she would co-sign for her grandson, which is a permissible act under the fair credit reporting laws Second, Ms [redacted] submitted a credit application during that transaction, which grants approval for Northwest Motorsport to contact various lenders A redacted copy of the credit application is enclosedMoreover, to submit the credit application, Ms [redacted] needed to approve of Northwest Motorsport’s terms and conditions, which clearly state that she is giving Northwest Motorsport permission to access her credit file and try to obtain financing Also enclosed is a copy of the Terms and Conditions attached to the submission of a credit application Northwest Motorsport acted appropriately, although we regret any confusion that Ms [redacted] may have had with the process The inquiries Ms [redacted] mentions are therefore accurate Ms [redacted] is welcome to dispute the inquiries and plead her case to the credit reporting agencies for possible removal We will not put forward additional submissions from this point forward, and wish Ms [redacted] and her family all the best We note that such credit pulls have very little impact on credit, and we thank Ms [redacted] for considering Northwest Motorsport We invite her to contact us if she has any additional questions Respectfully, Jon M [redacted]
We have received and had opportunity to review Mr [redacted] * [redacted] ’s complaint submitted December 11th, Mr [redacted] purchased his vehicle, a Ford FSuper Duty 4xPowerstroke Diesel, lifted with 158,miles, from Northwest Motorsport on January 4th, At the time of sale, he was given the option to purchase a vehicle service contract, which he did (as seen in Attachment 1)Since his purchase, Mr [redacted] claims that he has attempted to utilize his service contract and has been rejected due to the size of the lift on his vehicle exceeding the allowed heightNorthwest Motorsport has contacted his service contract provider, United Car Care, Inc., and verified that the 10-inch lift on his vehicle does exceed the lift height they allow United Car Care allows vehicle service contracts to be sold on lifted trucks, and has an integrated system which Northwest Motorsport uses to facilitate the sale of the contract with customersIn Mr [redacted] ’s case, the system allowed the sale of the contract despite his vehicle exceeding the lift height restrictions (6-inches)This technical and clerical error led to the sale of the contract when it should not have been allowedWe deeply apologize for any inconvenience this has caused Mr [redacted] , and have reached out to him directly with this sentiment, letting him know we will perform a full refund on the service contractMr [redacted] has responded with the initial paperwork but has not completed the final signature to enable us to cancel the service contractBecause of this, we will reach out to United Car Care directly to have them void the contract and send refund to Mr [redacted] ’s lienholder, Tapco Credit Union In his complaint, Mr [redacted] states that he would like Northwest Motorsport to pay for the rebuilding of his transmission and reimburse him for costs he has incurred during his ownership of his vehicleWhile we do apologize for the error made during the sale of his vehicle service contract, this error does not change the fact that the costs of maintaining and repairing his vehicle are his aloneMr [redacted] purchased his vehicle “as-is” and without warranty, and signed several documents stating as much (see “Implied Warrant”, “Disclaimer of Warrant”, and “Buyers Guide” in Attachment 2, Pages 1-3)He also signed to acknowledge that Northwest Motorsport did not promise, in writing or verbally, any additional work or servicing on his vehicle (Attachment 2, Pages 4-5)The purchasing or non-purchasing of a service contract does not release Mr [redacted] of this responsibility of the service and fitness of his vehicleThrough the use of his vehicle, Mr [redacted] would have experienced the need for service irrespective of him having a service contract, especially with a vehicle having over 150,miles, several previous owners, and the vehicle having experiencing an accident (as seen in the Carfax Mr [redacted] signed in Attachment 3) Northwest Motorsport does apologize for the mistaken sale of the vehicle service contract, and has taking steps to ensure Mr [redacted] is made whole in that regardHowever, expecting Northwest Motorsport to cover the costs of his vehicle’s service and maintenance that are completely unrelated to the sale of his service contract is unreasonable and unfairAs stated, Mr [redacted] purchased his vehicle “as-is”, “with all faults”, and without warrantyAt the time of sale, Mr [redacted] ’s vehicle became his sole responsibility to upkeep, maintain, and repairExpecting Northwest Motorsport to pay for servicing of his vehicle which occurred during his use after he took ownership is unjust and directly violates the contracts he signedThe fact that a vehicle service contract was erroneously sold to him does not change thisFor these reasons, and since Northwest Motorsport will ensure the service contract is cancelled in full and refunded, this issue has been resolved in a fair manner to both parties, and we request that this complaint be closed
Complaint: [redacted] I am rejecting this response because: agreements have been made and the car has been returned to the dealershipThe dealer said they would pay off the entire loan and warranty within hoursToday is my last day to respond to this message or the assumption is that everything is worked outI will only close this case when I have confirmation that the car loan is paid in full as well as the warranty purchasedSincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: Northwest Motorsports has now made more excuses for their inability to respond to my emails, voicemails and live up to our signed contractThey mention that there was confusion because my name was not on the contract (I was interpreting for the Thai buyer.) But that is no excuse because I always left my contact information when leaving messagesInterestingly, I just got a phone call from Kyle (the only person that has been willing to help me so far) today (11-13-17) where he stated that they finally have the part to install on the carSo I thanked him and will now finally be able to bring the car in for installation and repairThe car was bought August 18th and it is now November 13thHave they been a good business and lived up to their contract and taken care of this customer? Not even close Sincerely, [redacted] ***
Northwest Motorsport places customer satisfaction as its highest priority We believe in being honest with the customer, transparent, and helpful We do not believe any other dealership places as much attention on customer satisfaction than we do We have a full time staff dedicated to customer service (called our "Customer Care Center"), and we go to great lengths to help customers before and after the sale It is for that reason that we are disappointed to hear about Mr [redacted] 's complaint This response is intended to put his complaint into context, and to explain that his complaint is not supported by the paperwork signed by Mr [redacted] Essentially, Mr [redacted] 's complaint is that he entered into a Retail Installment Sales Contract for 11.9% interest rate, and when NWMS was unable to secure that rate and so advised him, he felt that such was unfair He also alleges "bushing"Initially, I would point out that Mr [redacted] knew that the financing was conditional He executed a Condition of Financing which explicitly states that if the assignment of the financing to a financial institution does not occur, the deal is null and void Furthermore, it explicitly states the law as it relates to "bushing" and advises the buyer that the dealership cannot engage in any further negotiations unless the buyer so desires, and then only after the deal has effectively been unwound with any down payment, trade in, etchaving been returned to the buyer, and the purchased vehicle having been returned to the dealership Mr [redacted] purchased the vehicle on March 27, 2018, a Tuesday, which then would make the (4) four day statutory time for notification on Monday April 2, 2018, a Monday (due to the weekend) The "bushing log" for NWMS shows that Mr [redacted] was called on Friday March 30, and advised him to return the vehicle and that the deal was null and void The log goes on to show that Mr [redacted] was persistently called to return the vehicle on April 2, 5, 6, and 7, but that he refused to do so until April 12, when he then returned the vehicle, the deal was cancelled and all items were returned to Mr [redacted] as part of the unwinding of the deal On April 12, 2018, Mr [redacted] returned the vehicle and Northwest Motorsport did something it was not obligated to do, but did out of our expressed dedication to customer service: we entered into a General Release with Mr [redacted] in return for NWMS not seeking any mileage or other costs Upon executing the General Release, this matter was fully concluded As such, Mr [redacted] ' complaint is surprising As demonstrated by the Condition of Financing, Bushing Log and General Release, Mr [redacted] knew and understood at all times regarding the financing conditions and the law relating to bushing; and that NWMS did not violate any law, policy, or otherwise in this transaction NWMS regrets that Mr [redacted] feels that somehow he was "deceived" or otherwise treated unfairly, but such is simply not the case We wish Mr [redacted] well, and appreciate his patronage We will not begrudge him for filing this complaint, and invite him back to our business at any time
We have received and had opportunity to review Ms [redacted] * [redacted] ’s complaintWe have reached out to Ms [redacted] to address her concerns regarding her windshield and will be fixing the issue she is experiencingWe have provided Ms [redacted] with information to schedule an appointment to examine and address her windshield issue at no cost to Ms [redacted] As stated to Ms [redacted] when we spoke with her, we are deeply apologetic for the mismanagement of communication in her attempts to contact usUnfortunately, her message did not reach the correct person, Dave [redacted] , our Customer Relations ManagerWe are working and taking steps to prevent miscommunications such as this from occurring in the futureWe encourage Ms [redacted] to continue her communications with us and, specifically, Mr [redacted] throughout the process of resolving her issueIf she has any additional concerns or questions, she can reach out to us directly at [email protected]
We have received [redacted] ’s complaint submitted on July 27th, and reached out that day to the purchasing customer, [redacted] , to discuss the written statementsMr [redacted] purchased his vehicle, a Jeep Wrangler Unlimited with 105,miles, on March 20th, 2016.According to Mr [redacted] , he has experiences issue with his automatic sway-bar disconnect module, which has caused his battery to die since his purchaseMr [redacted] also stated that this complaint was submitted in error, as it was sent before he could communicate directly to usThe sway-bar disconnect module appeared functional at time of purchase and during the previous mechanical inspections, and Northwest Motorsport had no knowledge of faultThis module, according to the Dodge dealership’s service center, would cost approximately $3,to replaceHowever, this module is a non-essential part of the vehicle, and Mr [redacted] has since agreed to take an alternate approach to resolving the issue, in which Mr [redacted] will purchase and install a retrofit kit which will bypass the module, along with a replacement battery for a fraction of the cost the Dodge dealership wanted to chargeAfter purchase and installation, Northwest Motorsport will reimburse Mr [redacted] as an act of goodwill in this matter and the issue will be resolvedNorthwest Motorsport is currently awaiting response from Mr [redacted] as to his status with the purchase and installation
Northwest Motorsport does not like being in the difficult position of responding to a customer complaint This is because we value our customers above everything else We do far more than any other dealership in helping customers make an informed decision before their purchase, as well as helping after the purchase even when we are not obligated to do so For example, all of our vehicles are viewable online, along with a downloadable Carfax This allows the customer to be in the best position possible before they even set foot on one of our properties This is true with the vehicles Ms [redacted] considered purchasing.Further, once here, we go out of our way to create a positive customer experience We have comfortable facilities, and let the customers know that they can request a copy of the vehicle pre-sale safety inspection We also tell the customers that they can have vehicles inspected by an outside party if they'd like This certainly took place with Ms [redacted] In fact, Ms [redacted] had the opportunity to test drive any of the vehicles she was looking at and, in fact, test drove a Dodge Journey, Hyundai Tucson, and a Ford Edge Ms [redacted] expressed to our salesman James V [redacted] that she had credit issues, which could cause delays in getting approved for financing The customer ended up buying their second choice (Ford Edge) because their first choice (Hyundai) was outside their price range, and the financing process began This can be a lengthy process, especially when there are some credit issues But we try to make the process as comfortable as possible, and the customer is always free to leave if they want Here, Ms [redacted] reportedly left the lot happy, and gave MrV [redacted] a hug at the end of the transaction MrV [redacted] even got Ms [redacted] food while she waited for the process to be completed, something he was not required to do under any circumstance, but which certainly shows the lengths to which we go in caring for our customers Again, our sales team went over the cars that Ms [redacted] was interested in, and allowed her every opportunity to confirm that the car she purchased was the right one for her needs.The customer called a few days after the purchase to ask about installing some features (blue tooth and navigation) We let her know that we do not pay to install these types of produces, but that we would happily tell the customer where she could get a good deal The customer then complained about the tires We asked that she send us a picture of the tires or to bring the vehicle to our service department so that we could take a look and proceed from there This call ended with the customer telling MrV [redacted] that she was happy and would be sending him referrals (Subsequent investigation reveals that the tires were inspected in the pre-sale safety inspection, and passed.) The customer never sent us photos, and has not come in to our shop We called the customer again, and are hopeful she will respond.Northwest Motorsport values Ms [redacted] 's business, and we truly regret that we are in this circumstance We invite her to contact us at any time, and to bring her vehicle in so we can look at the tires Unfortunately, we cannot undo every transaction, and the law in Washington recognizes this But that never stops us from going out of our way to help customers whenever we can, and we will continue to offer to help Ms [redacted] even after this complaint - we won't hold this complaint against her.Respectfully,Jon M [redacted]
We have reviewed [redacted] ’s complaint submitted, and, with respect to the complaint filer, find his complaint unfounded and misledMr [redacted] purchased his vehicle, a Chevrolet Silverado with 53,miles from Northwest Motorsport on March 26th, As with every vehicle sold as “retail-ready”, this truck had a mechanical safety inspection done, which noted brakes at 50% both front and rear, along with notes regarding it having slotted rotors and a performance muffler (see Attachment 1).After receiving a letter of complaint on January 16th, regarding mechanical issues experienced by the complaint filer, Northwest Motorsport’s Customer Relations Manager reached out to Mr [redacted] to explore resolutions to his issuesThis conversation was brief, and consisted of baseless accusations from the complaint filer and aggressive language regarding our companyOur Customer Relations Manager explained the following reasons as to why Northwest Motorsport is neither responsible for the mechanical issues nor is it obligated legally or ethically to help in this particular case.Mr [redacted] ’s complaint, and complaint letter sent before this complaint, comprises of the following complaint and mechanical issuesFirst, that he had a poor experience not receiving a phone call when a different vehicle was sold whilst he drove to view itSecond, three months after the sale a check engine light came on, which his mechanic cleared and noted low brake padsThe mechanic did not note at this time, as the complaint filer otherwise claims, that there was a muffler issue (see Attachment 2)Third, four months after this inspection (seven months after sale), the complaint filer had issues with a ‘rattling muffler”, an engine code relating to a fuel pressure sensor, and brakes as low as 15% (Attachment 3)Fourth, Mr [redacted] claims that two months after that (ten months after sale) that he had to have his vehicle towed into his mechanic due to his 4xbeing “locked into neutral position”, and experienced an engine light related to thisFinally, due to his engine light, he claims that he cannot pass emissions.While we are sympathetic to Mr [redacted] ’s experience of mechanical issue, none of these fall within obligation of Northwest MotorsportThat said, we are apologetic that he had difficulty early in the sales process, and hope he understands that we are a high volume dealer and sell upwards of vehicles in a single day—a vehicle can be sold in that timeframeAs for his other complaints, and getting into the actual mechanical issues, it is important to note both the timeframes and the mileage of each of these issues, along with their prospective naturesThree months after the sale (at 58,miles), Mr [redacted] took his vehicle in to the mechanic for an oil change and examination of engine lights, both of which were taken care of and fall within his responsibility as routine maintenance (again, Attachment 2).Seven months after the sale (at 62,miles), the complaint filer took his vehicle in to the mechanic to examine a rattling sound, which was diagnosed as rust inside of the mufflerMr [redacted] purchased his vehicle “as-is”, without warranty, and as such faulty parts such as this muffler are his responsibility after the sale, especially after seven months without issue and 9,additional miles put on itThis holds true for the engine light he experienced at this time (fuel pressure sensor), and brake pad levelHaving performance, slotted rotors decreases the lifetime of brake pads, as such rotors are designed to increase effective braking, at the cost of brake pad materialIt is unsurprising that break pads would decrease at such a rate over sevens months’ time and 9,miles of wearThis is, again, Mr [redacted] ’s responsibility as routine maintenance for his vehicle.Furthermore, after ten months of purchase (12,miles), Mr [redacted] experienced his 4xswitch failing, apparently locking his vehicle into “neutral position”, causing his vehicle to need towing to his mechanicWhile we do question the validity of this statement (the switch would likely only fail either in a position of on or off, meaning he would have had 4-wheel drive engaged or not, and either would be drivable), this is an irrelevant point, as this electronic part can fail at anytime in a vehicle’s life, especially a vehicle ten years old and, considering how inclement weather affects such electronics, it is not an uncommon to see such switches have issuesAgain, Mr [redacted] purchased this vehicle “as-is”, and considering the amount of time that elapsed between the sale and the occurrence of this issue, it is fully outside the legal or ethical responsibility of Northwest Motorsport to repair, and the obligation for the repair lays solely upon the complaint filerLikewise, check engines lights relating to this issue also fall upon the complaint filer.At this time, we sympathize with Mr [redacted] , but it is unreasonable to expect the resolution that the complaint filer seeksHis vehicle was fully operational for an extended period of time and miles, and the mechanical issues for which he experienced are not unexpected in a used vehicle’s lifetimeThese issues were not present at time of sale and only occurred after extensive use and time of the vehicleMr [redacted] purchased this vehicle “as-is”, without warranty, and as such it is his sole responsibility to take care routine maintenance and mechanical issue that arise, especially after such a large timeframe
Northwest Motorsport has a very different view of what transpired, and therefore denies the allegations We treat all of our customers with the highest level of respect and care, and we believe we met that standard in this particular situation The customer did trade in the vehicle, but they were told several times during the transaction that it was their choice The customer was also told that taking a vehicle in on trade is risky - since someone from our service department is not present to look under the hood, etc., it could very well turn out that there are more issues with the vehicle than are observed at the point of sale Truthfully, that happens more often than we'd like So this customer was told about our estimates, and explained to them that they were free to not trade in the vehicle if they did not like the offer The customer chose to accept the offer, and the car was taken in by Northwest MotorsportNorthwest Motorsport will contact the customer once again to see if we can provide additional information We will also help the customer undo the service contract if that is what they would like to have happenWhile we are never happy to hear about a dissatisfied customer, Northwest Motorsport believes that it placed the customer experience at the forefront of its dealings in this transaction, and will continue to offer to help the customer even after receiving this complaint Thank you for the opportunity to touch base with this customer and, hopefully, ease their mind about the transaction
Complaint: [redacted] I am rejecting this response because: First of all I'm not a Mr, so more lack of research has been done to address this complaintSecond , in purchasing a vehicle why would I have to assume what features it may NOT haveWhy would I not be told and given the option to accept it or pick another vehicleIf the car dealer does not mention it does not work why would I assume otherwise? You see a rear windshield wiper, you think it would work or is that too much to ask.? And it is a hazard whether they consider it lawful or not because I cannot see behind me when I get over and my window is wet or foggyWhy would I spend 21000, to wreck and kill myself or someone else?? Sincerely, [redacted]
After receiving the enclosed complaint, Northwest Motorsport reached out to [redacted] and her husband to find out more information regarding their vehicle, a GMC Arcadia AWD with 88,miles, purchased on September 27th, After speaking with [redacted] the husband, it became clear that, while the vehicle was having mechanical difficulties, much of what the [redacted] were told from the local GMC dealership’s service department was false--claims having no validityAfter speaking with Mr***, Northwest Motorsport spoke with the GMC dealership and they agreed and continued the repairs, all of which were covered by the warranty (with the exception of cooling lines, for which Northwest Motorsport paid)This issue has been fully resolved, despite shady and dishonest information provided by the GMC dealership’s service department to the ***
To whom it may concern:We have reached a resolution with Mr [redacted] , and have sent him an email reiterating the agreement and process, which also serves as written agreementDue to restraints of his specific make and model, adding cruise control to his vehicle is not a feasible optionAs such, both Mr [redacted] and Northwest Motorsport have agreed to resolve the issue through alternative termsMr [redacted] will be contacted on Monday, September 13th, to schedule a date that week to finalize the resolutionAt this time, both parties are satisfied with the agreement and will be satisfied by the result of the resolution
After reviewing the complaint submitted by [redacted] , with respect to the filer, we find this complaint to be skewed and misrepresenting in several waysOn April 29th, Mr [redacted] purchased a Jeep Wrangler Unlimited X 4xwith 63,miles on it for a discounted price of $21, from Northwest MotorsportThis vehicle was sold as a used vehicle, and without warrantyPrior to listing the vehicle for sale, Northwest Motorsport performed an extensive safety inspection on the vehicle, adhering to both Washington State and Federal standardsAs such, all mechanical or electrical issues that relate to safety were examined and addressed, providing a safe vehicle for sale and useWe take safety concerns extremely seriously, and listen to any concerns our customers bring forward.While the complaint filer claims the vehicle not being wired for rear windshield wiper and defrost functionality is a safety issue, this is simply not the case nor is it considered so by federal or stated standardsInstead, they are considered optional but not required on motor vehiclesMany pickup trucks and vans, along with other cars and SUVS, do not come with these optionsHence, claiming that the vehicle creates a “hazard for me to drive [his] children” or that the vehicle “may kill [himself], [his] children or someone else”, and putting the onus of that risk on Northwest Motorsport is both unjustified and irresponsibleThis functionality is neither required or “vital”, as the complaint filer claimsBecause this vehicle is used, having had a previous owner, modifications to the body and/or interior are completely possibleDue to customers or sellers not disclosing some of these details, and since these details do not involve the safety or mechanical operations of the vehicle, some of these details will not always arise when the vehicle is inspected for purchase or during the safety inspectionHowever, these are optional or cosmetic changes, which to some extent are expected in a used vehicleThe responsibility for these during the sale fall onto the purchaser of the vehicle, and not the seller.Mr [redacted] puts forth two claims regarding the sale of this vehicle: first, that there was a change in the top (from factory soft to hard top) at some point in the vehicles life; and second, that there were no running boards on the vehicle, therefore he, the customer and purchaser, would have to pay to have them installedBoth of these points are true, though the filer fails to understand that these are clear and evident features of the vehicle that were present prior, during, and after the sale; this falls onto the filer to choose whether or not to buy based upon those featuresThis is exactly what our Customer Relations Manager, Dave, attempted to communicate to Mr [redacted] As stated, vehicles may (prior to Northwest Motorsport’s possession) be altered in some way, which, when not involving mechanical or safety as is this case, becomes the buyer’s responsibility in a sale to decide if these features are desirableJeeps owners often do add items or switch out parts such as topsHowever, specifically with this top, though the previous owner did not install the wiring, it is clear that the addition of the rear wipers and defrost are not functional: there are no switches, indicators, or other electronics on the dash.Seeing as the complaint filer purchased this vehicle six months prior to the complaint, seeing as it was sold as a used vehicle, and without warranty, and seeing as the “issues” the complaint filer reports were clear features of the vehicle that were present prior and during the sale, we find this complaint to be without meritMr [redacted] desires a settlement that Northwest Motorsport reimburses the amount for the part and install the wiringDue to these features being being the complaint filer’s responsibility to decide whether or not to buy, we are in no position to reimburse or pay for installation of the wiringDoing so is beyond a reasonable expectation of this companyWe are compassionate to Mr [redacted] ’s concerns, however he purchased this vehicle with the capacity to know these features and ultimately he is responsible for purchasing a Jeep with these features
Complaint: [redacted] I am rejecting this response because it's not a matter of a radio as most people know satellite radio usually requires a subscriptionI was referred to [redacted] in Seattle , not only do I not live in Seattle but I work and they are not open on the weekendsI was never offered anything at wholesale or any resolution that's why I'm here The logic behind six months passing as I also explained is because I bought the vehicle in a warmer temperatureAll the excuses and reference to whatever this company tried to push does not take the place of common decency and senseI referred a friend there , I purchased a vehicle, and the seller knew I had childrenI should have been given the option to know what in the vehicle did not function so I could make a decision based off thatWho see a windshield washer and automatically assumes a basic function like that would not work? Again who put the vehicle on the lot after this inspection and never noted the vehicle was not wired and there was no switch to turn it on? So I ask , if your company didn't notice it , how could I? Clearly this is pointless as you will defend these actions however it's just a matter of common decent and respect for the customer who is paying you for a functioning vehicle that is safe to operateBottom line is I cannot see behind me when it rains or when it's foggySo continue on with your business as I willI will never refer another person and I will tell anyone who will listen about this incidentEspecially on the scene of any accidentWhen you manager Dave says, wow I never even heard of that problem before, sounds like we need to get you into a new jeep, I figured this com song was a lost causeThanks for all your helpYou won't get another dime from me once this jeep is paid or anyone I know Sincerely, [redacted]