Northwest Motorsport, Inc.

Complaint: ***
I am rejecting this response because:I explained to MrM*** on the phone that I was not at home and was unable to unlock credit freeze and that I would be unable to do so before Monday, October 16. He said that was not a problem, yet sent put multiple credit applications on October 13. My entire contact with MrM*** was via long distance phone call and terms and conditions were not explained to me. I tried reaching MrM*** multiple times after I returned home and never got an answer back from him and indeed, was unable to even leave a message. I understood that application would be made at local credit unions in Bellingham, WA. To date, I have received credit application denials, from institutions as far away as Anchorage, Alaska. My credit score has been adversely affected as a result of multiple denials.
Sincerely,
*** ***

We have reviewed *** *** *** complaint and have reached out to the complaint filer to come to a resolution*** *** co-purchased a Ford F-Super Duty 4xwith 84,miles on it on April 4th, At the time of purchase, no warranty or extended service contract was purchased,
and the vehicle was sold “as-is”, “without warranty”Mrcontacted Northwest Motorsport on April 13th claiming his mechanic was billing him for $6,worth of repairs on his vehicleOver the next few days, Dave G*** (our Customer Relations Manager) made attempts to contact *** *** and seek resolution
The vehicle sold to *** *** was in good running order when he purchased the vehicle and when he took it into his mechanicIt passed all Washington State safety regulations, and was further chemical tested and pressure tested, passing bothThe work outlined in his complaint is either exaggerated or elective, and the costs of such work excessive for what we can get the work done
While we cannot know whether or not *** ***’s truck genuinely needed any of the work done, we have agreed to help cover some of the expenses once the vehicle leave the mechanic’s shop (estimated to be finished at the end of this week)We also offer our apologies for his sales person’s unprofessionalism regarding folland return calls, and hope that *** ***’s experiences no longer throws doubt about our code of ethics and credo of Honesty, Integrity, Loyalty, and TrustAs of our last interaction, *** *** was pleased with the resolution

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
Sincerely,
*** ***

We have reviewed *** *** ** *** complaint received on September 16th, Due to a computer error on VehicleOne’s website, Northwest Motorsport was able to sell *** *** a service contract for his vehicle (a Porsche Carrera with 69,miles on it)This vehicle does not qualify for
a VehicleOne service contract, yet their system accepted it as submitted (see the accepted contact in Attachment 1)Because of this, we have contacted our *** *** representative (VehicleOne is backed by ***), *** ***, to push an exception through the system and honor the contract as writtenAs of September 23rd, 2016, the appropriate exception documents have been submitted to VehicleOne to have the service contract honoredThis process typically takes 3-business days (it has been four)We are also working with *** and VehicleOne to prevent their system from allowing such a mistake again in the futureWe will remain in contact with *** *** to ensure that this matter is resolved and he can utilize his warranty as neededIf *** *** has any additional questions in the meantime he can reach out to his finance manager, Andrew, whom he has spoken with regarding this issue, or *** *** ** ***

We have reviewed Mr*** ***’s complaint, and, with respect to the complaint filer, find the complaint both inaccurate and unnecessaryMr*** purchased a used, Dodge Ram SLT with 81,miles on it from Northwest Motorsport on
January 4th, At the time of purchase, a payoff for Mr***’s travehicle in the amount of $28,was calculated into the deal (as seen in Attachment 1)This amount was a “high payoff”, meaning that an additional $was added in order to cover the possibility of an additional payment being part of the payoffThis payoff number is an estimate, a fact which was explained to Mr***, and a fact to which he acknowledged by signing that he “acknowledges that the payoff and/or lien balance on the travehicle as described above is only an estimated figure, subject to verification and confirmation from the lienholder as to the exact dollar amount” (Attachment 1)Furthermore, Mr*** signed in acknowledgement that “in the event the payoff/lien balance exceeds the above-stated amount, such additional amount shall be added to the total cash price of the vehicle and shall be paid to the dealer on request or added o the amount being financed” (Attachment 1)As required, payment of the totaled amount was sent to the financial institution within hours, and, because the payoff amount totaled $28,824.76, Mr*** had a balance of $(as seen in Attachment 2)Following this, Northwest Motorsport reached out to Mr*** several times over the past months in order to collect paymentMr*** has not submitted payment, and thus a letter requesting the funds was sent, explaining the consequences of failing to pay (he would be sent to collections) (Attachment 3)
Mr*** is incorrect in his assumption and claim that Northwest Motorsport is “in the wrong”The payment of the amount of $is his sole responsibility, a fact to which he agreed to in a legal contract and acknowledged by signingNorthwest Motorsport has taken steps in order to give Mr*** every opportunity to pay during the months between purchase and the letter sentIt is Mr***’s responsibility now to make payment and zero the balance on his vehicle

I would like to let the Revdex.com know that NWMS has resolved this complaint, and given me a full refund of my moneyThank you for the assistance on this matter *** ***

As stated, we are committed to resolving this issue for Ms*** to a satisfactory levelDave G*** will continue to communicate with Ms*** throughout this matter to ensure that her desired resolution is met

We have received and had opportunity to review *** ***’s complaintAs stated in her complaint, there was an issue with Ms***’s Osensors and her catalytic converterNorthwest Motorsport has worked with Ms*** to resolve her issues, including the cleaning of her Osensors and the
replacement of the catalytic converterBoth of these equipment pieces have been addressed, and Northwest Motorsport has been assured that the resolution Ms*** seeks has been satisfactorily metMs***’s complaint has been resolved, and as such we request that this complaint be closed

Complaint: ***I am rejecting this response because:
I understand what is being reported by NWMS, however upon my last conversation with them they stated/referred to the exact same sections in the contract....HOWEVER in section subsection H it states from effective date of this waiver that exceeds maxium allowable financed amount.
Skipped over by the dealership people when I spoke with someone in person and on the phone with them, it was not acknowledged that, that sectioned existed
Sincerely,*** ***

We have received *** ** *** complaint, and, with respect to her, the matter was resolved the last time she communicated with this company*** *** contacted Northwest Motorsport on March 12th, around 5PM to inquire about a vehicle purchase, at which time she spoke with sales
person *** *** and informed him that she’d like a test drive later that week*** *** followwith her the next day to schedule said test drive, at which point she informed him that she did not want him to call her, that she would ask for him when she arrivedNot hearing from her that week or having her show up for a test drive, *** *** followed up with her on March 25th via text message to abide her request not to receive calls, at which time she told him she wanted no further contact, which he has not done since
Since that last message, no further communication shall be made to her unless she reaches out to us again; she has been marked as “Do Not Contact” in our Customer Relationship Manager (CRM), which should also prevent automated follow-upsIf she does receive any further contact, she can and should contact Northwest Motorsport at *** to resolve any technical errors

We have received and reviewed *** *** *** response on September 11th, *** *** purchased his vehicle, a Chevrolet Silverado 4xwith 90,miles on it, on November 18th, Several months following his purchase, *** *** 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 *** ***, our Customer Relations Manager, who assured *** *** (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, *** *** informed *** *** 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, “*** *** ***” [sic]
On May 24th, 2016, *** *** 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 *** *** 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 *** *** *** several times to get an invoice and were unable to get ahold of them or a response call*** *** replied that he would contact them and have it sent overOn June 17th, we informed *** *** that we still had not received itOn Monday, June 20th, *** *** 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 *** *** *** instead of from himShortly thereafter we received a fax with the same invoice attached, though it was not sent to us from *** *** ***; instead, it was faxed from *** *** ***, whom at which *** *** is a branch manager (Attachment 4)
After receiving this fax and being suspicious of this activity, *** *** contacted *** *** *** and spoke with an individual who identified himself as the ownerThis person *** *** spoke with informed us that any questions would have to be directed towards *** ***; the conversation did not result in a verified copy of an invoice
We are fully willing and wanting to help *** *** in this matterHowever, the circumstances around the invoice are highly suspiciousFor these reasons, we request and have previously requested that the service repair shop (*** *** ***) send us the invoice directlyWe feel this is more than reasonable, and is well within typical business practicesWhen *** *** *** provides us with a copy of the invoice, we will happily supply *** *** with his reimbursement check

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and we are currently working on getting a new motor put in my jeepIt is currently with them in Puyallup.
Sincerely,
*** ***

Complaint: [redacted]
I am rejecting this response because:
The attorney noted that attachments of the sale contract etc were included in the letter.  Nothing was attached.
It also appears that a second page is missing as the last sentence is not complete and no signature page.
I do have legal right to represent my Dad , as I have a valid Power of Attorney.
Please provide attachements as referenced so I can forward on to our attorney.
Thank you,
 
 
valid Power of Attorney.
Sincerely,[redacted]

We have received and had opportunity to review Ms. [redacted]’s complaint. On June 4th, 2017, Ms. [redacted] purchased her vehicle, a 2015 Ford Escape, with 59,741 miles on it from Northwest Motorsport. As part of the deal, Ms. [redacted] traded in a vehicle with $300 negative equity, purchased a vehicle...

service contract, and committed to paying $1,800 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 $750 checks and a $300 check) to pay for her down payment. However, shortly after her purchase, Ms. [redacted] put a “stop payment” on the second of the two $750 checks, and has an outstanding balance. As of this date, Ms. [redacted] has still not paid the remaining $750 despite her legally agreeing to the terms of the car deal and signing a contract at the time of purchase. This matter will be resolved once Ms. [redacted] pays the $750 that is due to the collections company. Ms. [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 checks. As such, it is unfair for Ms. [redacted] to hold Northwest Motorsport accountable her for actions. In 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 400 River Road location ready for her to pick up. When license plates are received, a notification post card is sent to the receiving customer, which includes Ms. [redacted]. 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 her. Northwest Motorsport still has the plates at that location, and await her to pick them up. Due to this situation being caused by Ms. [redacted]’s action of placing the “stop payment” on the check for the remainder of the balance of her down payment, and since Ms. [redacted]’s plates are available and ready for her to pick up, we request that this complaint be closed.

We have received and had opportunity to review Mr. [redacted]. [redacted]’s complaint submitted December 11th, 2016. Mr. [redacted] purchased his vehicle, a 2002 Ford F350 Super Duty 4x4 Powerstroke Diesel, lifted with 158,583 miles, from Northwest Motorsport on January 4th, 2016. 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 height. Northwest 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 customers. In 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 allowed. We 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 contract. Mr. [redacted] has responded with the initial paperwork but has not completed the final signature to enable us to cancel the service contract. Because 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 vehicle. While 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 alone. Mr. [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 vehicle. Through 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 150,000 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 regard. However, 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 unfair. As stated, Mr. [redacted] purchased his vehicle “as-is”, “with all faults”, and without warranty. At the time of sale, Mr. [redacted]’s vehicle became his sole responsibility to upkeep, maintain, and repair. Expecting 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 signed. The fact that a vehicle service contract was erroneously sold to him does not change this. For 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.

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 Mr. V[redacted] a hug at the end of the transaction.  Mr. V[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 Mr. V[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 received [redacted] M. [redacted]’s complaint and had opportunity to review. On July 14th, 2014, Ms. [redacted] purchased her vehicle, a used 2000 Ford F-150 with 89,951 miles on the odometer from Northwest Motorsport. At the time of purchase, Ms. [redacted] also purchase GAP coverage for her...

vehicle, service provided by PRco Insurance Services, Inc.
Ms. [redacted] claims in her complaint that Northwest Motorsport sold her an “invalid” GAP policy, a claim she based upon information PRco provided her. PRco informed Ms. [redacted] that her vehicle was “over financed by nearly 27% and thus voided the contract”. The GAP contract sold to Ms. [redacted] has a “Maximum Allowable Amount Financed” (the Waiver contract, Section A “Definitions”, Item 17, seen in Attachment 1, page 2), which states “The Amount Financed, as stated in the Finance Contract, is limited to 150% of the N.A.D.A. Official Used Car Guide Vehicle Appraisal’s Retail Value (including all equipment, options, packages, trim, accessories, and mileage), using that region specific to the Dealer”.
Ms. [redacted]’s vehicle purchase had a total Amount Financed of $20,046.41 (Attachment 2). We have verified with Ms. [redacted]’s financial lender (Washington State Employees Credit Union) that the vehicle’s N.A.D.A. Retail Value at time of purchase was $13,563.00, a value which they directly used in the financing approval decision. In Ms. [redacted]’s case, the Amount Financed was 147.8% of N.A.D.A. Retail Value, under PRco’s limit of 150%.
Unfortunately for Ms. [redacted], the information provided by PRco is patently untrue, as “over financed by nearly 27%” would be 177% of N.A.D.A. Retail Value or $24,006.51, well over her actual Amount Financed. Ms. [redacted]’s purchase is within PRco’s defined allowed Amount Financed, and PRco’s claims that her Waiver is invalidated due to being “over financed” are misguided and have misled Ms. [redacted] away from getting the coverage she deserves and to which she is contractually obligated.
The GAP policy sold to Ms. [redacted] was valid at the time of sale and throughout the life of her vehicle. Unfortunately, PRco has unjustifiably refused to honor their contact with Ms. [redacted], all the while blaming Northwest Motorsport unduly. While we are sympathetic to Ms. [redacted]’s complaint, her issues lie solely with the service provider PRco and not with Northwest Motorsport. Her vehicle falls within qualifications laid out in PRco’s Definitions and her contract is valid, which is why she was sold the GAP policy in the first place. Again, we are sympathetic to Ms. [redacted]’s situation, but this complaint is something that solely PRco can resolve, and Ms. [redacted] needs to raise the issue with them.

Complaint: [redacted]I am rejecting this response because:  agreements have been made and the car has been returned to the dealership. The dealer said they would pay off the entire loan and warranty within 48 hours. Today is my last day to respond to this message or the assumption is that everything is worked out. I will only close this case when I have confirmation that the car loan is paid in full as well as the warranty purchasedSincerely,[redacted]

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 Corp. to 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.

We have received [redacted] complaint submitted on October 31st, 2016. [redacted], who claims to be the daughter of [redacted], has submitted her complaint to both the Revdex.com and Washington State’s Attorney General. Our attorney has prepared a letter of response on our behalf, which can be...

found in Attachment 1. 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, 2016. 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 2009 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 vehicle. As 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.com. We 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.