Northwest Motorsport, Inc.

We have received and had opportunity to review Ms. [redacted]. [redacted]’s complaint. We have reached out to Ms. [redacted] to address her concerns regarding her windshield and will be fixing the issue she is experiencing. We 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 us. Unfortunately, her message did not reach the correct person, Dave [redacted], our Customer Relations Manager. We are working and taking steps to prevent miscommunications such as this from occurring in the future. We encourage Ms. [redacted] to continue her communications with us and, specifically, Mr. [redacted] throughout the process of resolving her issue. If she has any additional concerns or questions, she can reach out to us directly at [email protected].

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 Motorsport. Northwest 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 happen. 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, 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.

We have received [redacted]’s complaint submitted on July 27th, 2016 and reached out that day to the purchasing customer, [redacted], to discuss the written statements. Mr. [redacted] purchased his vehicle, a 2009 Jeep Wrangler Unlimited with 105,299 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 purchase. Mr. [redacted] also stated that this complaint was submitted in error, as it was sent before he could communicate directly to us. The sway-bar disconnect module appeared functional at time of purchase and during the previous mechanical inspections, and Northwest Motorsport had no knowledge of fault. This module, according to the Dodge dealership’s service center, would cost approximately $3,000 to replace. However, 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 charge. After purchase and installation, Northwest Motorsport will reimburse Mr. [redacted] as an act of goodwill in this matter and the issue will be resolved. Northwest Motorsport is currently awaiting response from Mr. [redacted] as to his status with the purchase and installation.

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, etc. having 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, 2018 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, 2018 but that he refused to do so until April 12, 2018 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 are more than happy to help Ms. [redacted] understand her contract with PRco. As she states in her response, we have provided her the relevant sections for her claim with PRco. In her response, she references Item 12 under Section A “Definitions” as a reasoning that her GAP protection is invalid. Unfortunately, this is a misunderstanding of the language which we are more than willing to clarify.
The specific item Ms. [redacted] refers to is Subitem H, under Item 12, Section A “Definitions”. Item 12 defines the “Outstanding Balance” and how it is reduced: “the monetary amount, in U.S. currency, required to pay off Your Finance Contract balance as of the Date of Loss. The Outstanding Balance shall be reduced by[…]” (seen in Attachment 1). The Subitem to which she refers states that the Outstanding Balance shall be reduced by “the percentage derived from: the amount, on the effective date of this Waiver, that exceeds the Maximum Allowable Amount Financed, divided by the total amount financed.” The means that the Outstanding Balance will be reduced by the percentage which the Maximum Allowable Amount exceeds the total amount financed. In Ms. [redacted]’s case, the Maximum Allowable Amount Financed did not exceed the total amount financed. Again, the Maximum Allowable Amount is limited to 150% of NADA Retail Value; Ms. [redacted]’s Amount Financed was 147.8% ($20,046.41 divided by $13,563.00), meaning it did not exceed the 150% and thus there is zero reduction percentage. Because Subitem H only is affected by percentages that go over 150%, this Subitem does not have any affect Ms. [redacted]’s GAP protection amount.
Importantly, Ms. [redacted] needs to bring this to the attention of PRco, as PRco is the contract holder and is solely responsible for upholding their contract with Ms. [redacted]. We deeply encourage Ms. [redacted] to contact them and demand what she is owed. We are very sympathetic to Ms. [redacted]’s situation; however, as we previously stated, this complaint is something that solely PRco can resolve, and Ms. [redacted] needs to raise the issue with them.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me as long as conversations continue towards a settlement and a settlement is reached by the end of December 2016.

After reviewing the complaint submitted by [redacted], with respect to the filer, we find this complaint to be skewed and misrepresenting in several ways. On April 29th, 2015 Mr. [redacted] purchased a 2009 Jeep Wrangler Unlimited X 4x4 with 63,326 miles on it for a discounted price of $21,250...

from Northwest Motorsport. This vehicle was sold as a used vehicle, as-is and without warranty. Prior to listing the vehicle for sale, Northwest Motorsport performed an extensive safety inspection on the vehicle, adhering to both Washington State and Federal standards. As such, all mechanical or electrical issues that relate to safety were examined and addressed, providing a safe vehicle for sale and use. We 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 standards. Instead, they are considered optional but not required on motor vehicles. Many pickup trucks and vans, along with other cars and SUVS, do not come with these options. Hence, 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 irresponsible. This functionality is neither required or “vital”, as the complaint filer claims. Because this vehicle is used, having had a previous owner, modifications to the body and/or interior are completely possible. Due 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 inspection. However, these are optional or cosmetic changes, which to some extent are expected in a used vehicle. The 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 installed. Both 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 features. This 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 desirable. Jeeps owners often do add items or switch out parts such as tops. However, 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, as-is 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 merit. Mr. [redacted] desires a settlement that Northwest Motorsport reimburses the amount for the part and install the wiring. Due 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 wiring. Doing so is beyond a reasonable expectation of this company. We 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.

To whom it may concern: 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 ese.  We expend an enormous amount of resources—time and money—to deliver the best customer experience...

possible.  For example, all of our vehicles come with a CarFax.  In fact, the CarFax is available for download long before the purchase; it is viewable on our website free of charge.  We also allow all of our customers to test drive our vehicles, and to have the vehicle inspected at an independent service shop if they want a second opinion about the fitness of the vehicle.  This is true for Mr. [redacted]’s purchase. We also have a very transparent process when the customer signs the purchasing paperwork.  The customer may take all the time they need to read the documents they are signing.  Among them are documents which talk about the car being sold “As-Is,” and that there are no guarantees about the vehicle.  This is because, like the customer, we are somewhat at the mercy of the previous owner, and even the manufacturer.  So, while wo go through tremendous lengths to look the car over to ensure that it meets our standards, a used car could be hiding something that no one sees or can guard against.  For this reason, we sell service contracts which help in a good number of instances, and we expend enormous amounts of money after the sale to help in a good number of circumstances.  For example, we have a fully-functional Customer Care Center which has one goal: to help the customer when they have an issue or a concern after the sale.  The Customer Care Center then takes that issue or concern, sees what it can do to help, and treats the customer with respect regardless of whether we can fix the problem at no cost, or whether we are in one of those tough situations where we cannot fix the vehicle.  But, even then, we are often able to help in some way since a happy customer is a repeat customer.  Unfortunately, we have no record of Mr. [redacted] contacting our Customer Care Center.  Had he been connected with them, I am confident we would have avoided this complaint. We also have no record of this customer contacting Moe, although Moe is no longer an employee.  I then checked with Moe’s manager, Andy P[redacted], who said that Moe never came to him with a complaint or a concern from this customer.  Had Mr. P[redacted] heard about hoses being glued on, he would have taken care of this immediately.  Mr. P[redacted] has reached out to the customer since receiving this complaint, and will try to resolve the issue because this is just so surprising to us. We do have some records, though.  After the sale, Mr. [redacted] made use of our great customer service and came to us with a question he was having.  The vehicle had already gone through a full pre-sale inspection, but we invited Mr. [redacted] to bring the car back.  He did, and we expended $957.98 to fix the issue back in January 2017.  (Invoice attached.  Note that the work was performed by an outside entity, Seattle Tires.)  Mr. [redacted] was not charged anything for this work, although most dealerships probably would have demanded money from the customer given the notifications signed by the customer during the purchase/sale transaction.  But, we paid that money because we value our customers.  Our employee, Mike A[redacted], states that the customer was happy, and never came back to our dealership with any other issues or complaints; the customer had our employee’s cell number and business card.  Mr. A[redacted] therefore denies that Northwest Motorsport blew the customer off.  Mr. A[redacted] also notes that, as part of the safety check for this vehicle, it is very unlikely that the new complaint existed at the time.  Things can be missed, to be sure.  But this does not seem like one of those items that could be missed during our routine process. We hope that Mr. [redacted] responds to Mr. P[redacted]’s phone call, and that we earn his business again and again.  We value our customers, and will not begrudge Mr. [redacted] for contacting the Revdex.com.  We wish him and his families the best during the holiday season. Respectfully, Jon M[redacted]

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 agreement. Due to restraints of his specific make and model, adding cruise control to his vehicle is not a feasible option. As such, both Mr. [redacted] and Northwest Motorsport have agreed to resolve the issue through alternative terms. Mr. [redacted] will be contacted on Monday, September 13th, to schedule a date that week to finalize the resolution. At this time, both parties are satisfied with the agreement and will be satisfied by the result of the resolution.

Northwest Motorsport values its customers, and we regret being in this position with Ms. [redacted].  We mean no disrespect to Ms. [redacted] as we respond to her concern. Ms. [redacted]’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 enclosed. Moreover, 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]

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 complaint. Second , in purchasing a vehicle why would I have to assume what features it may NOT have. Why would I not be told and given the option to accept it or pick another vehicle. If 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 foggy. Why would I spend 21000, to wreck and kill myself or someone else?? Sincerely,[redacted]

We have received [redacted] complaint and have time to review its contents. [redacted] purchased his vehicle—a 2012 Dodge Ram 3500 4x4 Mega Cab diesel truck with 56,103 miles on it—on June 25th, 2016 from Northwest Motorsport. [redacted], a resident of San Diego, California, had...

contacted Northwest Motorsport to conduct business and had previously found a vehicle which he wished to purchase. He put a $1,000 deposit down to hold and reserve the vehicle (a different Dodge Ram 3500). As stated in his complaint, he purchased plane tickets to come take delivery of the vehicle. However, due to a clerical mistake, Northwest Motorsport accidentally enabled the vehicle to be sold locally. This is absolutely a mistake for which we apologize, and for which we did apologize to [redacted]. We further offered to reimburse the costs of the plane tickets if [redacted] chose to no longer do business with us or was unable to find a comparable vehicle of which he would be happy. We also refunded his deposit at that time (as seen in Attachment 1, pages 1-2).
[redacted] decided that he would like to still purchase a vehicle from us, despite our error. He and Northwest Motorsport found a comparable vehicle which had lower mileage and better overall condition, and placed another deposit down (Attachment 1, page 3). This vehicle was deeply discounted due to the troubles [redacted] went though, discounted to the point where Northwest Motorsport sold it below the vehicle’s cost. Northwest Motorsport further ensured that no error would lead to this vehicle being sold to any other customer. On June 25th, 2016, [redacted] filled out the necessary paperwork to complete the purchase of his vehicle (Attachment 2). The paperwork included the addition of the winch (Attachment 2, page 1, line item 2). At this time, [redacted] was given the option to purchase an vehicle service contract as part of the deal, which he agreed to (Attachment 3). This warranty would cover repairs of a further scope than the factory warranty, as was explained to [redacted] and as was what he agreed to when signing the paperwork for the vehicle service contract.
Before and upon arriving and taking delivery of the vehicle, [redacted] had every opportunity to further inspect this new vehicle. At the time of arriving, an engine light had come on the dashboard. Northwest Motorsport examined the vehicle and fixed the underlying issue; dirty connectors and the oil consumption filter were at fault. The filter was replaced and the connectors cleaned, which cleared the light. [redacted]’s winch was also installed at this time. In his complaint, he claims that the winch installed as supposed to be a 12,000 lb. winch, instead of the 10,000 lb. winch which he received. Were this the case, he would and should have mentioned that when he picked up the vehicle after installation: at that time, he saw and examined the winch itself and had every opportunity to point out the supposed mistake. Furthermore, the paperwork he signed and agreed to purchase the vehicle and winch (Attachment 2, page 1) did not specify a 12,000 lb. winch. We have no note of a wish for a 12,000 lb. winch, and if [redacted] provides proof to the contrary, we’ll be more than happy to compensate him for the difference in the price of the winches.
[redacted] reportedly experienced the dashboard light turning back on when he returned to California. He took his truck to an authorized franchised Dodge dealership’s service shop to have it examined. [redacted] was informed that the engine would need repairs. This service shop further informed [redacted] that the factory warranty would cover the engine repairs, and that he would not need his vehicle service contract. At this time, [redacted] proceeded to cancel his vehicle service contract. The service shop then informed [redacted] that, in their opinion, the vehicle had been previously modified with aftermarket parts (exhaust, intakes), and therefore the factory warranty would not cover the repair. [redacted] then reached out to Northwest Motorsport in an attempt to get the repairs covered or, instead, get the vehicle traded back in.
Northwest Motorsport sold [redacted] a used vehicle, and that was all that represented to him. When the vehicle was taken in, it had stock equipment attached. The previous usage of the vehicle was and still is unknown to Northwest Motorsport and it is not known what the previous owners did with their vehicle or their specific history with it. The vehicle passed the safety inspection done, an inspection which fully meets and complies with Washing State safety standards. Because the engine performed and operated to these safety standards, this inspection did not involve disassembly of the engine. The overall condition of the vehicle was operational and up to these standards. As such, the vehicle was sold and marketed to [redacted] as being safe and retail-ready, having stock equipment attached.
As stated, the vehicle [redacted] purchased was used, and Northwest Motorsport made every effort to inform [redacted] of such. As part of the final paperwork of the deal, [redacted] signed a Buyer’s Guide affirming that he was purchasing his vehicle “As-Is”, “without warranty” (see Attachment 4, pages 1-2). He negotiated away and agreed to the disclaimers of no implied warrant (Attachment 4, page 3), and that all repairs and the overall mechanical fitness of the vehicle post-sale were his responsibility.
Importantly, we offered for sale an vehicle service contract for [redacted]’s vehicle in the event that he experiences mechanical issues in the future, which he agreed to purchase (again, Attachment 3). The specific engine repairs he is wishing to have done to his vehicle would have been covered by his vehicle service contract, despite his misinterpretation of the terms of the service contract. Each month, hundreds of these vehicle service contracts are sold by Northwest Motorsport, and the extent of what the contract covers and what the terms mean are both known and established.
[redacted] chose, willingly, to cancel his vehicle service contract without ever attempting to have his repairs covered under it. Were it not for this cancellation, [redacted] would have had his repairs covered and completed, at the small cost of his low deductible. Instead, he was misguided by the service employee at the franchise dealership to cancel his service contract, and now is attempting to put the onus of the repair unjustly upon Northwest Motorsport. [redacted] made a conscious decision to cancel this vehicle service contract, and the ramifications of that choice are his sole responsibility.
Northwest Motorsport has taken every step in an attempt to ensure that [redacted] had a smooth and enjoyable purchasing experience. Despite the clerical issue which prevented [redacted] from purchasing the original vehicle he desired, he opted to continue doing business and purchase a different vehicle instead of being reimbursed for his plane tickets and time. We do apologize for this mistake we made, and value the fact the [redacted] still wanted to conduct business.
While we appreciate and respect his contributions as a Purple Heart Recipient and Marine Corps Officer, [redacted] has been nothing but rude and threatening to Northwest Motorsport since he took his vehicle into the franchised Dodge dealership to have it examined. His choices led to his current position of being the sole responsible party for the repair bill instead of having the vehicle service contract covering it. It is both unfair and unnecessary to expect Northwest Motorsport to pay for these repairs; likewise, it is unreasonable to expect Northwest Motorsport to trade the vehicle in as a full “return”, at no expense of [redacted]. Because of this, [redacted]’s desired settlement is unrealistic. Again, while Northwest Motorsport apologizes for the mistake it made regarding the deposit on the first vehicle, [redacted]’s demands are unwarranted and it is unreasonable to expect those demands as a response from Northwest Motorsport. We are willing and wish to help in any way by making recommendations and offering advice, but anything more than that is excessive.

We have received and had opportunity to review Mr. [redacted]. [redacted]’ complaint. Northwest Motorsport will be refunding Mr. [redacted]’ $500 and will notify him when the refund has been executed. If Mr. [redacted] has any additional questions, we encourage him to reach out to Northwest Motorsport at...

[email protected] and we will be more than happy to assist him.

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 set foot in one of our properties to purchase a vehicle.  This is true with the vehicle Mr. [redacted] purchased.   Further, our Pasco location also gets a lot of customers from Oregon given its proximity to the border.  For that reason, our practice is to develop good rapport with the customer before they make the long haul to our location.  The goal is to make sure that customers like Mr. [redacted] do not get in the car and drive for hours, only to arrive at our location and feel unnecessarily rushed.  For these reasons and more, we respectfully reject Mr. [redacted]’s claims that we applied “forceful” tactics during the process, especially with respect to the purchase of a service contract (which is sometimes referred to within the industry as a “warranty”).  We certainly do our best to make our customers feel comfortable with the process, and 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 - this vehicle passed its pre-sale safety inspection, and the issues raised by Mr. [redacted] would have been caught had they been an issue before the sale.  We also tell the customers that they can have vehicles inspected by an outside party if they’d like.  After all, selling used cars is an imperfect science.  We do our very best to make sure that the cars we sell are in good working order, and give our customers the opportunity to get a second opinion if that would help them make an informed decision.  This is certainly true with Mr. [redacted]’s transaction.   Because selling used cars is an imperfect science across the industry (not just with Northwest Motorsport), companies offer service contracts in case something pops up after the sale.  Mr. [redacted] purchased a service contract (again, without “forceful” tactics), and his vehicle experienced some issues some time after he left the dealership.  He then contacted us.  What transpired thereafter looks like miscommunication between the parties, which we regret if there was anything we could have done to avoid the miscommunication.  We try to explain what happened here, and, in doing so, we respectfully reject claims about improper actions by our employees.  Instead, and consistent with our goal of providing the best customer service possible, our employees went out of their way to try and help Mr. [redacted].   Once Mr. [redacted] contacted us about his concerns, there were several rounds of communication.  Jesus A[redacted], for example, told the customer that all of his complaints were covered under his service contract.  Meaning, the repairs could be done at no out-of-pocket expenses.  We understood that the customer wanted to hold off cancelling the service contract so that he could perform the repairs himself, to which Mr. A[redacted] suggested that, if Mr. [redacted] sent us the receipts, we could help send those to the service contract company for reimbursement, after which we would then assist with canceling the service contract.  This is because it made no sense to either party cancel the service contract when the costs for repair would be reimbursed.  Mr. A[redacted] also stated that, if there were an issue with reimbursement, Northwest Motorsport would help defray those costs.  We understood that Mr. [redacted] agreed with this approach, and thanked us for our help.  But, unfortunately, Mr. [redacted] did not follow through with sending us his receipts, so no action was taken.  Stated differently, as we understood it, the service contract could have been cancelled earlier if Mr. [redacted] sent us the materials when requested, or, alternatively, if he rejected our offers to help and directed us to have the service contract cancelled at the time.  Since neither of these happened, we (understandably) did not cancel the service contract for one of our customers.    We regret that Mr. [redacted] believes that he has received poor customer service.  Again, there is nothing we value more than our customers, so this complaint cuts right to the heart of who we are as a company.  We invite Mr. [redacted] to contact us directly.  We value his input, and regret that he believes that he has been wronged.  We hope he is well, and that he contacts us if we can be of any future service.Respectfully,Jon M[redacted]

After receiving the enclosed complaint, Northwest Motorsport reached out to [redacted] and her husband to find out more information regarding their vehicle, a 2008 GMC Arcadia AWD with 88,155 miles, purchased on September 27th, 2015. 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 validity. After speaking with Mr. [redacted], 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 [redacted].

We have reviewed [redacted]’s complaint submitted, and, with respect to the complaint filer, find his complaint unfounded and misled. Mr. [redacted] purchased his vehicle, a 2006 Chevrolet Silverado 1500 with 53,866 miles from Northwest Motorsport on March 26th, 2015. 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, 2016 regarding mechanical issues experienced by the complaint filer, Northwest Motorsport’s Customer Relations Manager reached out to Mr. [redacted] to explore resolutions to his issues. This conversation was brief, and consisted of baseless accusations from the complaint filer and aggressive language regarding our company. Our 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 issues. First, that he had a poor experience not receiving a phone call when a different vehicle was sold whilst he drove to view it. Second, three months after the sale a check engine light came on, which his mechanic cleared and noted low brake pads. The 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 4x4 being “locked into neutral position”, and experienced an engine light related to this. Finally, 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 Motorsport. That 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 80 vehicles in a single day—a vehicle can be sold in that timeframe. As 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 natures. Three months after the sale (at 58,081 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 62,886 miles), the complaint filer took his vehicle in to the mechanic to examine a rattling sound, which was diagnosed as rust inside of the muffler. Mr. [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 9,000 additional miles put on it. This holds true for the engine light he experienced at this time (fuel pressure sensor), and brake pad level. Having performance, slotted rotors decreases the lifetime of brake pads, as such rotors are designed to increase effective braking, at the cost of brake pad material. It is unsurprising that break pads would decrease at such a rate over sevens months’ time and 9,000 miles of wear. This is, again, Mr. [redacted]’s responsibility as routine maintenance for his vehicle.Furthermore, after ten months of purchase (12,000 miles), Mr. [redacted] experienced his 4x4 switch failing, apparently locking his vehicle into “neutral position”, causing his vehicle to need towing to his mechanic. While 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 issues. Again, 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 filer. Likewise, 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 seeks. His 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 lifetime. These issues were not present at time of sale and only occurred after extensive use and time of the vehicle. Mr. [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.

Complaint: 12496588
I am rejecting this response because: first and foremost it was not a few days when I contacted the business that’s a flat out lie. I contacted the business the very next morning and spoke with Mr. Sam  V[redacted]. I told Mr. V[redacted] I was very dissatisfied and told him out right that the vehicle that he SWORE had what I emphatically requested over the phone prior to visiting the dealership, repeatedly reintegrated once arriving to the dealership as the #1 feature that was important to me even above higher mileage  and I was repeated assured would be no problem attaining. I was very clear regarding my wants and needs as it related to vehicle options. I will not regurgitate my complaint because I was very clear and honest regarding my experience with this dealership but I will say again, I contacted Sam the very next morning and was told “I’m sorry and I’ll get this fixed no problem, we want our customers satisfied, I’ll take care of you don’t worry let me talk with my manager but give me a couple of days I got you.” Three days passed and I called again and calls were made to what appeared to be his cell phone and again was told “ I got you I’m gonna get you fixed up, don’t worry I’m just wait for my manager to get back to me and I’ll call you back I have your number, I won’t forget about you and don’t forget send me in some referrals and you can make $200 per person. Sam then told me how his mother made hundreds just sending in referrals and people get vehicles. I at this point grew very tired of the sales pitch and decided to contact 2 Days later as I was giving him the benefit of the doubt yet growing increasingly annoyed. Once I contacted mr. V[redacted] again he told me that he wasn’t working and was at a wedding and he would call me the next day. The next late afternoon I called the dealership main number since at this point he chose to ignore my calls and voicemails left in the morning on his cell and asked for the Manager the guy who answered the phone asked if there was something he could do surprisingly it was Mr. James V[redacted] and he asked me what’s going on and how was I liking the car. I told him that I realized the next morning after taking ownership that it was not what Sam told me, meaning no Bluetooth or navigation and I have been giving to brush off (that’s how I felt I told him) from his brother who kept assuring me he was working it out with his manager and I’ve been patient enough and this was ridiculous at this point I then requested his Manager’s name and direct number. At this point James said listen tanya, our manager has been very busy my brother is not here right now but I’ll tell you what, let me get with the Manager myself and I promise I’ll get this resolved. I said Sam mentioned to me to look on the website see if there was anything I liked within the financed amount yet Days are going by and no results. I said listen to me I’m patient but I have enough on my plate with dr.s 3 times a week I should be focused on my recovery not raising my blood pressure with this situation if your brother couldn’t get me what we asked for than he should have just been honest and said that up front this vehicle was misrepresented period! He said calm down, I told him after being there for hours and thanking for what appeared to be hard work getting financing I began to really be in pain. As I told you  sitting in the chair my meds are wearing off at that point we did test drive 3 vehicles the movements was only mak(N[redacted] my pain increase I stated that we can’t be much longer or we’ll have to leave to get me home. You remember that, he said I know just calm down I told I’ll take care of you. All I noticed was a screen in the vehicle I did not try to use it I figured I’ll set everything up once I get home take my meds and rest but I was VERY CLEAR TO BOTH Sam and James what I was looking for. As I stated in my complaint once I told James we’re gonna have to go he said let me check with my brother (who was in the office across from the desk I was sitting at) than James came out of that office along with Sam who stated we got financing. I told Sam thanks and we have to speed this process up no disrespect I’m having a lot of pain after 6 1/2 hours my pain returned he said I understand and he sped through the documents told us how great it was and how happy I would be it has everything I wanted (in between the sign here initial here). I was so grateful the process was closing as I truly was doing everything possible not to drop tears I mean I was just over a week from a rear ending from a driver speeding in the rain that sent me to the local hospital and totaled my car. I came into the dealership with a cane and did explain why my son and I were there before and after arriving. The bottom line of the story is I won’t take away from the apparent efforts to get the financing done and I won’t deny the hospitality but if Sam was not able to get the type of vehicle with the (ONLY) request I asked for than the honest action would be to say that and give me the option to choose to go with what he said was the only vehicle we could get with the financing and down payment we had out of the 3 options test driven by my son (I was too sore to drive at that moment) there was plenty of time to tell me that we were almost 20-30 minutes waiting for James to find my driver license he misplaced so there was adequate time. My right to choose was taken from me and I stand by that. Had it been me and a customer requested ONLY 1 MANDATORY feature before they came to me and once at my location I would make it my business to let them know I couldn’t but tried very hard and given them the option to purchase without the feature or walk especially watching them slowly become very preoccupied with pain it’s just simple compassion. I trusted him to provide what was asked for without verifying his honesty regarding the vehicle. There was none of the feature set I asked for, front tires practically completely bald, lots of interior surface dirt(my son promised to clean) passenger window button doesn’t roll the window down either but again the MOST IMPORTANT issue is my right to choose was stolen from me. My experience was like many that I’ve found on several websites once I realized the attitude was “OF WELL YOU SIGNED OFF ON IT BYE)! Including the Manager (Dominic) whom I did finally get a hold of after James brushed me off much like his brother(neither called back as promised nor answered my calls) I politely told him I was sold a vehicle which under false pretenses and totally misrepresented. I explained what I meant by that and he proceeded to tell me his credit was bad and he only qualified for a Prius at 7ft 4in tall and laughed (I found none of it funny) after a few months he stated that he traded it in for something better which he suggested I do. I told how important that 1 request was really a deal breaker for me than came his story about going to car toys and paying 5 or $600 to have a system put in and told me the same thing Sam said which was “we work with [redacted] all the time” (only Sam claimed he would look into adding Bluetooth to the system yet another lie) listen you add to or upgrade the system at car toys and in like 6 months you bring it back it’s only going to increase the vehicle value trade it in your credit is better than I can get you what you want. I was both shocked and angered that was his solution as a manager when my complaint is the vehicle was misrepresented. I told him about the tires and his solution to that was as I stated that he’s will to split the cost for what I described as unsafe tires at that point I knew that I experienced the very thing millions of consumers feel regarding used car salesman and their lack of honesty and integrity amongst other things I’m too Christian to mention here. All I wanted was a fair resolution either a swap out like Sam mentioned, Bluetooth hands free added again as Sam mentioned or my money back as I MENTIONED!! This company claims to care and go above and beyond for their customers than honesty and integrity goes along way all of the empty promises or flat out pacifying lies, ignoring follow up calls and ignoring my complaint (management) is totally unacceptable. Refunding would not have bankrupted the company nor following up on the promises made by their staff even if their staff was misinformed because all they looked like now is a group of unscrupulous and disreputable individuals. This was completely avoidable and the end result over shadowed any appearance good natured professionalism while I had contact with their business. My blood pressure has been raised many times as a result of this experience all the while I’m trying to heal and focus on my medical care and move forward with my life. I’m a fair and decent person and for the record I was never given a number to send photos of the tires Dominic claimed he had customers to meet with and I completely and rudely I admit disconnected the call. I will not be taken advantage of what happened to me was not fair and I say for the last time was easily resolved I wasn’t asking for the moon nor being unreasonable. When they claim to go above and beyond to their best for their customers is that before or after money exchanges hands because according to the many reports circulated online from those whose had experiences like mine or worst customer focus is not like this! If they can’t provide what I came to purchase based on my status and down payment please just return my money like I tried to resolve 18 hours after purchase that won’t bankrupt you I’m sure!! Your staff that I had any contact with could not pass a lie detector test sam knows all the things he told and promised me and your manager knows how he shaded me if this has to go further and lie detector was given only I would pass and that’s a fact. And in closing I don’t hold this against them either I got my very first time in my life at almost 50 a lesson in the disreputable world of used car lots. 
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:there have not been excessive miles put on this vehicle sick the date of purchase. The mechanical problems began nearly immediatelyafter purchase. My complaint is consistent with many complaints from NW Motorsports customers which indicates to me that NW Motorsports is not a reputable company. If this complaint is not resolved to my satisfaction will be filing a complaint with the Sages Attorney Generals office. 
Sincerely,[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and he assured me the money would be refunded to my loan provider. I await his compliance.Sincerely, [redacted]

We have received and had opportunity to review Mr. [redacted]’s complaint. As stated in the complaint, Mr. [redacted] visited Northwest Motorsport on October 21st, 2016 and purchased his vehicle, a 2013 Jeep Grand Cherokee with 57,716 miles on it. At the time of sale, the vehicle was represented as...

having no accidents as verified by [redacted], a leading vehicle history reporting service used industry-wide to provide customers and dealers with information on a vehicle’s history. At that time and since, the sales manager Mr. [redacted] spoke with has had no knowledge of an accident on the vehicle, and would not have represented as having no accidents if he did have any knowledge. Even now, the only accident listed on the [redacted] occurred after Mr. [redacted] purchased his vehicle (February 14th, 2017, as seen in the [redacted] in Attachment 1, Page 4). While we are sympathetic to Mr. [redacted]’s circumstances, at this time there is little more that Northwest Motorsport can do for him. We have offered to work with him to get into another vehicle, which he has yet to do. Our offer to work with him to trade his vehicle out remains. That said, it is unfair to make claims of fraud or claims that Northwest Motorsport has made mistakes here. The vehicle was represented to Mr. [redacted] as having no accidents because, to the best of the sales manager’s knowledge and resources at the time, there was no accidents on the vehicle (the [redacted] then and now still verifies this). Mr. [redacted] purchased a used vehicle “as is”, “without warranty”, and “with all faults”, and signed agreements and disclosures that acknowledges these. This includes the merchantability of the vehicle and any faults (including previous accidents). As such, the vehicle, its mechanical state, and its history are Mr. [redacted]’s legal responsibility. As stated, we are sympathetic with his situations and have offered to work with him to find a new vehicle; however, these complaints are unfounded and it is unfair to Northwest Motorsport to claim fraud was committed against Mr. [redacted]. Because of this, and because we are willing to work with Mr. [redacted] to find a new vehicle, we ask that this complaint be closed.