Northwest Motorsport, Inc.

We have received *** *** *** complaint and have had time to review it*** *** purchased his vehicle (a Ford Fwith 47,miles on it) from Northwest Motorsport on August 8th, *** *** purchased his vehicle as an “out of state buyer”, registering his vehicle in Arizona
*** *** called Northwest Motorsport on August 24th, with questions on what he believed to be a discrepancy in the amount he paidThe information he was given in response was evidently unclear, and for that we must apologizeWashington State does not have laws or fees to discourage out-of-state buyers, and the $difference in amounts will be explained below
When *** *** purchased his vehicle, he was informed that, along with his state’s registration taxes and fees, an additional $would be required in purchasing a Washington State 3-day “trip-permit” (as seen in Attachment 1)*** *** signed the document to acknowledge thisNo other “Washington fees” or anything of the like was required or charged to *** ***, as can be seen in the difference between the taxes and fees in his deal (seen in line item #in *** ***’ Vehicle Buyer’s Order, Attachment 2) and the check sent to Arizona’s Motor Vehicle Division (Attachment 3)The difference between the two numbers is the $aforementioned*** *** received a Washington State trip permit to transport his vehicle back to his state (Attachment 4)Because this was properly disclosed and informed to *** ***, no resolution or settlement is required, only further clarity of informationIf *** *** has any additional questions, he can reach out to our titling department by calling ***

We have received and had opportunity to review *** ** *** complaint submitted on July 27th, *** and *** *** purchased their vehicle, a Toyota Tacoma 4xwith 14,miles on it, from Northwest Motorsport on January 31st, At the time of purchase, the *** were
given time to inspect their vehicle, which they did (see Attachment 1), given a Carfax outlining the vehicle’s history which they signed (Attachment 2), and given opportunity to purchase an extended warranty, which they declinedAs part of the sale, they were informed that they were purchasing a used vehicle, as-is, without warranty from Northwest Motorsport (although a factory warranty remained on the vehicle), and they signed an acknowledgement of that the vehicle they were purchasing was their responsibilityThis can be seen in the copy of the Buyers Guide which was signed (Attachment 3), and in copies of the Disclosure of Verbal Agreements and Disclaimer of Warranty Agreements (Attachments 4), both of which were signed
After purchasing the vehicle, Mrs*** contacted Northwest Motorsport regarding issues with her dash-lightsNorthwest Motorsport had her bring the vehicle in, and serviced the dash-light issues as an act of goodwillNo further contact occurred until the date that this complaint was submitted, when Mrs*** called the dealership and spoke with Dave G***, our Customer Relations ManagerDuring the call, Mrs*** was extremely combative and excessively rudeMrG*** was nothing but professional, and informed her that the maintenance of her vehicle is her own responsibility, and, especially after six months and ten thousand added miles, any vehicle can experience mechanical issuesIt is not Northwest Motorsport’s responsibility to maintain and service her vehicle after the saleMrs*** vehicle is still covered under factory warranty, and it is advised that she have her vehicle serviced using that factory warranty by the manufacturerAt this time, it is unreasonable to expect any further action from Northwest Motorsport

To whom it may concern, We are disappointed to hear that one of our customers is unhappy about their purchase. We place a lot of emphasis on being honest and transparent with the customer, and presenting them with as much information as possible so that they may make a well-informed
decision. This typically begins by having a copy of the Carfax available for review (free of charge) on our website. This provides the customer with valuable information about the vehicle. We also encourage our customers to take the car for one or more test drives, and even allow our customers to have the vehicle inspected at an independent service shop of their choosing upon request. Again, we want the customer to feel good about their purchaseMoreover, we put our cars through a pre-sale inspection which is time-tested, and which ensures that each vehicle matches our level of desired quality. We then deploy state-of-the art technology during the transaction so that the documents are clear, easily understood, and helpful. All of this was available to this customer during this transactionOne other thing which we do: offer service contracts at the point of sale. Now, like our customers, we purchase the vehicles used. We put the vehicles through our pre-sale inspection process which, unfortunately, cannot catch everything potentially wrong with a vehicle. We do our best, to be sure. But, when each car has hundreds of bolts, screws, wires, filters, lubricants, etc., it is impossible to check every single item on every single vehicle. So, we offer a menu of service contracts at the point of sale which, depending on the level of coverage, protects the vehicle in the unlikely event that something unforeseen arises The issue here was that a transmission became problematic one year after the sale. A transmission wears down from wear and tear, and predicting whether a transmission will go out one year later is very difficult. This is made more difficult because a transmission can wear down quicker depending on how the vehicle is driven and maintained. We would expect that, in the past year, the vehicle has been serviced, and that any issues may have been caught by someone servicing the vehicle. That does not appear to have happened. Further, this customer did not purchase one of the service contracts which was offered at the point of sale. Had the customer purchased the Powertrain Service Agreement, for example, that agreement would have covered this issueWe appreciate the customer's feedback, and welcome them back to our stores any time

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and found I guess I should trust people lessI'll take what I can as I have no other choice, but will never purchase there againSincerely, *** ***

We have met with *** *** and Mr*** ***, and have since received a copy of the aforementioned power of attorneySince then, we have worked with *** *** *** on the behalf of *** *** and *** *** to buy back the vehicle and contract, and prevent this matter from becoming a derogatory mark on *** ***’s credit reportWe are in communication with *** *** to work with her to further help while she and the family continues their civil and legal pursuits against *** ***We will continue to communicate with *** *** until the matter is resolved

After reviewing *** *** complaint, we have attempted to contact Mr*** in order to resolve this issueAs Mr*** states in his complaint, he purchased his vehicle, a Pontiac GTO with 122,miles on it, on January 23rd, At the time, he was sold an extended service
contract, along with GAP coverageWhen his service contract was prepared, a mistake was made while printing which omitted the first three digits of the actual milesThis is clearly a mistake made by Northwest Motorsport, which Northwest Motorsport is fully willing to remedyWhile we cannot speak to whether or not Mr*** had previously reached out to the dealership, we have called him in order to resolve thisOur Customer Relation’s Manager, Dave G***, can be reached at ***, and will be more than happy work with Mr*** to resolve the matter fully

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

We have received and had opportunity to review Mr*** ***’s complaintBefore receiving the complaint, we worked with Mr*** to find a different vehicle that better fits his needs and meets his expectationsAt this time, Mr***’s complaint has been resolved and he has indicated to us
that he is satisfied with the result

Complaint: ***I am rejecting this response because:It's the same *** I was fed at the dealershipHyperbole, and the use of semantics in sentence structure does nothing to elevate this dealership above the fact that they are predatory, and do not back up what they sellNone of the things in the dealers recollection are true, and one just needs to read the reviews of the dealership to know it's just another attempt to cover up a fraudulent businessI hope everybody else that reads this learns from my mistake of dealing with these criminals.Sincerely,*** ***

Complaint: ***
I am rejecting this response because: Once again, as I understood MrM***, the application I was co-signing was going to two lenders in my grandson's home town, not multiple lenders in different states. Even with the disagreement between the business and myself on this issue, there remains the fact that I told MrM*** that I was unable to unfreeze my credit at of the credit reporting agencies until I returned home and once I returned home and attempted to contact MrM***, I got no answer and was unable to even leave a voicemail at his number. As stated in my original complaint, I called the main number for NW Motorsport and spoke to a young man who assured me he would forward my concerns to his supervisor and someone would get back to me. I never got any response from anyone. Perhaps if someone had returned my calls, this entire issue might have been explained and I would not have been blindsided by multiple credit application rejections from places I never heard of
Sincerely,
*** ***

We have reviewed the complaint submitted by *** ***, and, after examining the complaint and supporting elements of communication, we are in the process of discovering what exactly has actually transpiredIt appears the salesperson for whom the complaint filer has interacted with has not
passed along any information regarding their interactionsThis is both incredibly unprofessional and contrary to our policy and practiceFor this, we apologize for the inconvenience and unprofessionalism that this has caused to the complaint filerHowever, we are concerned as to the amount of time for which the complaint filer took to contact our company regarding any issues, as the complaint filer purchased the vehicle in May and did not contact us until November of that year, six months after purchase
As for the complaint itself, we do not yet have enough information to address it completelyCurrently, we are making attempts to contact the complaint filer to assess the repairs done to her vehicle and work through the details to find come sort of agreeable settlement that is fair to both partiesOur Customer Relations Manager, Dave G***, will continue to reach out to her until we can get ahold of herThe complaint filer can return his phone call at ***

We are very sorry to hear about the customer's rejection of our response. I have since re-investigated the complaint and reach the same conclusion: the customer voluntarily filled out a credit application, and was required to agree to our terms and conditions before hitting "submit." The terms and conditions explain that, by submitting the application, Northwest Motorsport would work with various lenders to try and obtain funding approval through a credit pull.Further, MrM*** states that he spoke with the customer and also told her on the phone that, by submitting the credit application, it would be sent to our preferred lenders. MrM*** has no record of complaints being raised by this customer about the fact that multiple lenders would pull credit as a result. MrM*** also indicates that he had several communications with the co-signor during this timeframe, some of which included discussions about this customer. MrM*** indicates that, if there were any issues or complaints from this customer--even if that meant the co-signor relaying a complaint/message from this customer--he would have responded right away.We never want to be in a position where a customer is dissatisfied, and we regret that this customer is upset. If we could have done anything differently, we certainly would have. But, with the information we had, we do not see how we would have acted differently. We had a valid credit application, we told the customer that it would be sent to our preferred lenders, we had no objection from the customer, and we heard no subsequent objections from the customer(MrM*** also reports that his voicemail was set up at the time and had no messages from this customer.)We hope that the customer has a great day, and, again, apologize for the fact that she is upset.Thank you for the opportunity to respond.Respectfully,Jon M***

We have received and had opportunity to review Mr*** ***’s complaint submitted on January 27th, We have been in contact with Mr*** since the complaint has been submitted and have resolve the issueOn February 6th, 2017, a check was issued to BECU for the remaining $(check
#***)We have since received confirmation that BECU has deposited the check as of February 14th, We are deeply sorry for the delay in this resolution, as well as the communication and clerical confusionWe have taken steps to alter and better our processes to help ensure that such delays are reduced and minimized in the futureWe appreciate Mr***’s patience in this manner, and encourage him to contact us with any additional questions, comments, or concerns by emailing [email protected]

To whom it may concern:As the complaint filer states, on July 16, Mr*** purchased a Nissan 350Z from Northwest Motorsport with 123,miles on it, sold As-Is, without warrantyMr*** reached out to our company via Facebook on August 6th with a message of the issues stated in the
complaintOur Customer Relations (CR) Manager called him shortly after to try to resolve the issueHowever, as Mr*** stated, our CR Manager responded poorly to the complaint filer’s frustration and in an extremely unprofessional manner, reacted by stating that due to the complaint filer’s attitude, Northwest Motorsport would not be covering any of the repairsThis was unprincipled, wrong, and counter to how we treat any of our customers at Northwest MotorsportThe complaint filer’s next resort was to contact the Revdex.com regarding his issues.We have reached out to Mr*** since these incidents and the complaint in order to find a resolution that is fair to both parties and, ideally, will fix some of the damage that was caused between both partiesCurrently, Northwest Motorsport is working with Mr*** regarding his vehicle’s issues and believe that satisfactory resolution will come from these interactions

Northwest Motorsport sells roughly used vehicles each month. That number greatly exceeds the number of cars sold by our closes competitor. Regardless, we take great pains to ensure that each one of our cars meets our standards before the sale, and we go to significant lengths after
the sale to take care of our customers. This situation is no different, although we sincerely apologize for any miscommunication or confusion which may have led to Mr***'s Revdex.com complaint. This letter attempts to outline our efforts to help the customer.*** helped a friend purchase a car from Northwest Motorsport. Some of the confusion after the purchase related to the fact that Mr*** was not the registered owner of the vehicle, and, therefore, was not one of the contracting parties. This led to internal issues since we typically will not agree to perform work on vehicles owned by someone else. But we ultimately decided to offer to help in this instance since we care about our customers and want to deliver a positive experience. We had several back-and-forths with Mr*** during this timeframe, and eventually mailed his license plates even though we typically require purchasers to come into the store to pick up their plates. We also talked with Mr*** during this timeframe about the desired work and the requested parts. We did this even though there is not what is called a "we-owe" in the file. A "we-owe" is an internal document which is made up at the point of sale as a means by which we promise, in writing, to perform some task after the point of sale. For example, if the customer complains about a scratch on the car, we can generate a "we-owe" where we put, in writing, that we will fix the scratch as a condition of the sale. But there was no such form generated during this transaction, and we have very clear language in our purchase/sale contract about the fact that there is no agreement other than those which are written down. Thus, by signing the contract without a "we-owe," the customer agrees there is no additional agreement or terms and conditions on the sale. But, again, we opted to help this customer even without a "we-owe" since we want to do what we can to make all of our customers happy. In fact, we are are still trying to work with the customer to get this matter resolved to his satisfaction. We hope that, in the end, Mr*** will withdraw this complaint because we feel it is unwarranted, although we certainly do understand and appreciate the frustrations which Mr*** expresses in his correspondence. Buying a car, let alone a used car, can be very difficult. Northwest Motorsport works very hard to make the process easier, and goes over-and-above the competition because we value our customers. We again apologize to Mr*** for the fact that, whatever happened, and regardless of whether we agree/disagree about the allegations in his Revdex.com complaint, that he felt the need to file a Revdex.com complaint. We look forward to resolving this soon.Respectfully,Jon ***

We have been in contact with the customer, and understand that the complaint will be withdrawn

I just wanted to let you know that this case # was thankfully settled amongst the customer service manager and myselfThank you for your help in this matter Have a great day!:)

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. In this case, the customer was unable
to prove his income. Northwest Motorsport notified the customer every day about the status of the deal - the hang up was that the lender needed to verify the customer's stated income, not Northwest Motorsport. Ultimately, Northwest Motorsport was able to rescind the transaction, and was even able to return the customer's vehicle which he had traded in. Our impression, in talking with the customer, was that the transaction was resolved to the level of satisfaction that could be expected given these facts. While 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. Thank you for the opportunity to touch base with this customer and, hopefully, ease their mind about the transaction

Complaint: ***I am rejecting this response because: I am mostly in favor of the responseBut I would like to see in writing (email) specifically what we have agreed on to fix and reimburse and that all work will be done with oem Nissan parts, not after market, within a specific time period, and all work guaranteedVerbal agreements over the phone have not yet been completely worked outAnd car still sits.Sincerely,*** ***

Complaint: ***
I am rejecting this response because: only a part of my catalytic converter was replaced not the whole thing, I was told my converter was going to be replaced not hacked into and Jimmy rigged togetherAlso they did an oil change that left me with zero oil so a new gasket and oil change were supposed to be done and that wasn't doneI've called Dave g*** everyday this past week with no call back.
Sincerely,
*** ***