Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  03/01/2024 I paid $4,000 in cash with receipt for a 2021 **** Escape. Agreed on price with finance was $21,000. First bill balance remaining read $42,000. Monthly agreed payments were $326 per month, when actually they was $554 per month. 04/04/2024 Vehicle was having mechanical failure, returned the vehicle to dealership and was told that my $4,000 would be returned to me via check from the financing company. Called finance company and was told that they know nothing about it. 5/15/2024 After MULTIPLE ATTEMPTS, the dealership still has the vehicle, I'm being billed for it still, and the dealership won't even answer the phone now. Still no refund for the $4,000 either

• Initial Complaint

  Date:01/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  APRIL 3, 2023, I TRADED IN A VEHICLE (****) TOWARDS NEW *** (2015 ****** ROUGE) AT ********* OF GRAND RAPIDS. THE *** WAS TOWED BY ************ SERVICE ON JULY 10TH @12:36 FROM LOCATION ********************* GRAND RAPIDS **, THE POINT CHURCH. A **** WHICH HAS NOW BEEN SENT OVER TO CREDITOR FOR PAYMENT IN THE AMOUNT OF $736.25. AUTO WEST IS REFUSING TO SUBMIT IN WRITTING TO (SELF) ********************************* THAT THE VEHICLE IN QUESTION WAS A TRADE IN. AUTO WEST IS NOW STATING THAT THE VEHICLE WAS ABANDON AND NOW STATES THAT THEY HAVE NO RECORDS OF A TITLE TO CONFIRM THAT WE TRADED THE VEHICLE IN. WE DID RECEIVE A HAND WRITTING RECEIPT STATING THE CONGRATS AND THE BREAKDOWN OF MONEY GIVEN IN THE AMOUNT OF $1000.00 DOWN AND A TRADE IN AMOUNT OF $500. THURSDAY DECEMBER 21ST, I CAME INTO AUTO WEST AFTER RECEIVING ANOTHER **** BY MAIL. SALESMAN OF AUTO WEST TOOK A COPY A STATED THAT IT WILL BE TAKEN ***E OF, I THEN ADVISED THAT ALL THE CREDITOR NEEDED WAS A WRITTEN STATEMENT THAT THE VEHICLE WAS A TRADE IN OR TO EITHER TAKE ***E OF THE ***** AT THAT TIME, THEY STATED THAT IF THE **** WAS TAKEN ***E OF WILL YOU BE OK WITH THAT, I ADVSED THAT I WILL BE OK WITH EITHER OR THE LETTER OR THE **** BEING PAID.

  Business Response

  Date: 08/15/2024

  Dear ********************,

  Thank you for your patience and for providing additional information regarding the
  resolution of your case.

  We acknowledge that the issue concerning the trade-in of your 2003 vehicle and the
  subsequent towing bill has been settled in small claims court. As required by the court's
  decision, Auto West has already paid the towing bill.

  We sincerely apologize for any inconvenience and confusion this matter may have caused
  you. We appreciate your understanding and patience throughout this process. If there are
  any further concerns or issues that you would like to address, please do not hesitate to
  contact us.

  Thank you for your understanding.

  Sincerely,

  *************************

• Initial Complaint

  Date:09/27/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  No issues were solved, everyone there scams and baits people into waiting a whole week with no answer to lending, purposely gets information and leaves you hanging which is suspect to fraud. Please shut this place down because when asked any questions they refuse to answer and get mad when called out

  Business Response

  Date: 10/09/2023

  To whom it may concern,

  We have no record of a customer under this name applying for credit at our locations. With that being said we would then have no way to contact them as we would not have any of their info. 

   

  Customer Answer

  Date: 10/10/2023

  My name is *********************, my fianc name is *************************, they definitely know who we are tell them to check cameras and we went to Auto West 28th, phone numbers are 

  ************

  ************

  BOTH OF OUR CREDIT WERE RAN AND WE WILL FILE A LAWSUIT FOR FRAUD ATTEMPTED WE HAVE OVER 5 different BANKS WHO GOT OUR CREDIT INFORMATION ALL ON THE SAME DAY WE CAME SO DONT TELL ME YOU HAVE NO RECORD OF US BEING THERE CHECK AGAIN AND MAYBE DONT HIDE MY FILE 

  Business Response

  Date: 10/16/2023

  To whom it may concern. We are in the business of selling cars and helping people aquire financing at their time of purchase. At no time have we scammed, baited, laundered money, or commited some type of fraud. I am sorry we were unable to assist you in your search for a vehicle. 

  Customer Answer

  Date: 10/17/2023

   
  Complaint: 20666206
  
  I am rejecting this response because:

  didnt answer any of the following questions in the message, doesnt say anything about my file AGAIN. Does AutoWest want a defamation lawsuit???
  
  Sincerely,
  
  *********************

  Business Response

  Date: 10/17/2023

  I am not sure what questions or problems there are to respond to here. The customer states they came to our place of business and applied for credit. We are in the business of selling cars and do everything possible to get every customer a loan and in turn a vehicle. If they filled out a credit application then they were explained that they were applying for credit. If they were approved with the terms the customer expressed they needed we would have delivered them a vehicle. We make every effort to inform customers of the status of their application before they leave the dealership so once again I am not sure what to respond to here. I won't even dignify the money laundering claim. I would be happy to address any issues or concerns in person or over telephone if that helps. 

  Customer Answer

  Date: 10/17/2023

   
  Complaint: 20666206
  
  I am rejecting this response because they have not commented how they all of a sudden never had my file and said theyve never had me or my fianc there I have on my credit report 3 banks on that day got a copy of my file..
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a 2013 charger with no payments. ***** stressed car was 100 perfectly maintained, shouldnt have any issues great. Signed paperwork. They have to make a few repairs on the windshield and center console. Fine. The next day I ask **** or ***** the manager if I could get a guarantee on if the car can be warrantied since it was untested. He said (verbally) he would offer a 30 day hassle free warranty on the car. Replace the transmission fluid, engine oil and do a compression test to ease my worries.Fast forward to yesterday. 8-28-23 after a week of waiting for car. I finally get it. I drive it maybe 4 miles down the road try to take a right turn. Steering wheel seizes and power steering goes out. Almost hit a telephone pole. Take it to my nearest mechanic and they told me pump and rack and pinion blew out and leaked all the power steering fluid out. **** dollars to repair.I AM NOW **** DOLLAR FOR A NON MOVING CAR.When I called to relay info to ************ got a work around and when I was finally persistent enough to get him to answer. He was snippy. Told me to f*** off and he wouldnt help me cause he didnt like the way I was talking to him. In my defense I did tell him I am now **** in the hole for a non working car and I reminded him that I traded him a low millage newer car for this. He went on some tirade on how millennials and being young apparently a whole generation doesnt know how to talk to ppl with respect. Despite the fact I have him on recording cussing and yelling at me and me talking to him a pretty consistent tone .I dont know why he was obsess with the fact that Im a millennial but in the end he hung up and refused to honor his 30 day warranty because it was already being worked and unable to be moved to auto west. When I threatened to **** He said good luck. Verbal contracts dont matter in Michigan and said his lawyers are better than mine. only thing they offered was a measly 800 of the **** in repairsunder the condition I do not go public

• Initial Complaint

  Date:08/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a GMC Truck from Autowest in March of this year. During the test drive, I noticed a light on the dash saying, Trailer Break System. I asked the salesman about it and he said that because this turned on prior to purchase, they would take care of it and write it in the buying contract. The contract indicated that they would take care of any I Owe Yous within 30 days of purchase. However, I tried getting in contact with them MANY times after taking the vehicle home, but couldnt get ahold of the correct manager (****) to set up a time for service.**** was only willing to service the truck at Autowests mechanic in *********. I was finally able to set up a time to get the truck down there 3 weeks after I purchasing vehicle. The truck was in the shop for 17 days, which resulted in it being past the 30-day **** that was listed in the contract. When I got a call that they were finished checking everything over, they informed me that they were unable to do anything with the trailer break system, as this was beyond their expertise and recommended I get it looked at by a GM service mechanic.I went to ********************* (a GM) and got a quote which was around $2,000. I sent the quote to ****, who said he would absolutely not pay that, and wouldnt help me out if it wasnt at his OTHER mechanic (also in *********). He hung up on my wife when she spoke with him on the phone regarding the quote, so I finally went in there (on 7/27) to ask for one of the following resolutions:- Find a time to get it fixed at the new mechanic + provide a loaner vehicle in the meantime.- Fix it at our mechanic - Buy back the car + $2,000 for our ****** Tundra Trade-In.He opted to buy the truck back and settled for $1,000 for the Tundra. This last week he refuses to call us back or provide any information on what the next moves are. He knows that if he buys the truck back, I will be buying a new vehicle elsewhere and with lack of information he is limiting my ability to do that.

  Business Response

  Date: 11/02/2023

  Trailer Brake System was repaired by *********************** Auto Repair in *********, ** on 9/3/23. Reapir cost was covered by Autowest

• Initial Complaint

  Date:08/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Some employees including the manager of autowest had aggressively threatened both me and my mother for no other reason other than walking threw the doors some of the threats included death threats and other threats of violence. I had purchased a vehicle from them but realized the vehicle was not in good condition lots of noise coming from transmission area so I told them I wanted a refund thats its not a good vehicle they refused due to it being 2 days later my mother then talked to them about it whitch is where the threats started twards my mother and I these events accured at or around 05/12/23 the threats accured at or around 06/10/23

  Business Response

  Date: 08/14/2023

  Thank you for reaching out,

  I am at a loss for words to even start to address this complaint. At no time EVER has anyone at Autowest threatened physical violence towards a customer let alone a death threat. If a customer has a legitmate complaint with a vehicle we would be happy to address it and have one of our certified mechanics look it over to determine if there is indeed a problem. All our vehicles are sold with a 30 day warranty that covers 25% of labor and parts if there is a problem within the first 30 days. This has been a policy since the day we opened. Lastly, ************** purchased an extended warranty on his vehicle that does cover transmission issues on top of almost every other issue he would run into. If he is indeed having a problem all he would have to do is call his Service contract provider and schedule an appointment with a service garage. Any repair he would need should be covered under this service contract with only a $100 deductable due. 

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20413938
  
  I am rejecting this response because: threats were made to both me and my mother by the people at autowest all I am requesting is a refund because of these threats and an apology thats hasnt been said yet I wouldnt be making threats up this is unacceptable for anyone no matter if your an employee or not no one should threaten someone with death as your employees did 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We went for a test drive and the sales person only mentioned something about the exhaust and muffler. Failed to show me anything else wrong with the car. Didnt mention the trunk didnt work nor the glove compartment. He kept distracting ** about building up my credit and how this was a great opportunity. He focused more on the credit building then the actual product itself. He sold a loan to a 19 year old and didnt even explain what goes into it and the final taxes, have ** multiple number to look at. We spent 4 hours in his office and he talked about his life and credit but not even the car. I came to help my sister and be the co-signer but in the end I was the one stuck with the vehicle and everything in my name. They never told me that it was only me and going to impact me only. We were treated unfairly and taken advantage of. My pregnant sister got uncomfortable and wasnt in the right state to make a decision.

  Business Response

  Date: 05/03/2023

  All of our vehicles are delivered by our Finance manager who goes over all documents related to the transaction. We have the same process for delivering every vehicle we sell and are very thorough in making sure every document is gone over with a customer before they leave the dealership. We would be happy to go over the documents again if need be but everything was signed and documented properly including a bill of sale and an Rd-108 which outline the purchasers name, address, vehicle, amount paid, taxes, plate fee, and more. 

• Initial Complaint

  Date:02/24/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  April 2022 I finance a used vehicle, a GMC Terrain, paid $2500 down. I was told my 2010 ****** would be paid off with this down payment and I could keep my car. The finance company said they mailed the title to the dealership because they made the last payment which was only about $500. The contract shows I only paid $1500 down and traded in my Taurus. The title was mailed to the dealership and they refuse to give it to me, I still have the Taurus, still have insurance on it and registration in my name for 2023. Im reporting them for fraud. And for stealing the title to my vehicle.

  Business Response

  Date: 03/04/2023

  I'm sorry to hear you are having an issue. We do not have your title. We have never received your title either. In ******** finance companies cannot hold titles, so there is no way they would have mailed ** a title. I would suggest you head to your local Secretary of ************ and just apply for a new title. You will then receive the title from the ***************** directly. We have no interest in your vehicle as you currently still have your vehicle. 

• Initial Complaint

  Date:02/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a car on 10/26/2021 and was promised a 55 inch smart tv. During that time they had a promotion with no money down, no payments until 2023 and $4000 minimum for trade ins, and a free 55 inch for everyone who buys a car from them.They made me put $1,100 down, only gave me $1,000 for my trade in, I've been making payments since November of 2022 and I didn't get my tv. I have called every week since October inquiring about it and all they keep saying is we will call you back. It is now February 2023 and I have yet to receive anything.

  Business Response

  Date: 03/12/2023

  Hi *********************,

  I am very sorry to hear this, And we will defiantly figure this out, So I can help solve the issues your are having, I have a few questions, Can you confirm the date you purchased the vehicle? Do you by chance have a name of person you been in contact with at the dealership? Also can you please confirm what location you purchased a vehicle from, Was it Autowest of Grand Rapids or Autowest of *********? Thanks for your help clarifying these few things. 

  **********

• Initial Complaint

  Date:01/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2006 Chrysler Pacifica on November 25th, 2022 from Autowest in ********* (which is run through Autowest of Grand Rapids). Due to the fact it wasn't cleaned I brought it back on November 26th and brought up the issues of the knocking motor, coolant leak etc. I was told it was bought as is and they aren't responsible once it leaves their lot. On November 27th as I was driving home, the car's engine suddenly gave out. I attempted to contact the dealership again on November 28th and was informed there was nothing that could be done and the "warranty" would take care of the issue. Due to the fact their "mechanic" didn't seem to know what he was talking about, I took it to *************************** Chrysler of *********. The reason for my late filing is I was waiting for details of what is wrong with the car before filing a complaint. The piston rod went through the side of the engine block, the motor mounts are busted just to name a few issues. The dealership is working on sending me a detailed bill for the repairs here shortly. And of course the warranty company (Wymms) won't pay to fix anything until I pay the dealership to take everything apart to make sure there wasn't "lubrication issues." So now in the meantime, I'm having to use rental vehicles etc to get back and forth to work so I can continue paying for a car that according to *************************** "should've never been sold in the first place. Let alone with a warranty." Long story short, I want my money back from this whole disaster. Which was $1000 cash down and the loan that is out.

  Business Response

  Date: 01/24/2023

  To whom it may concern,

  All vehicles 10 years and older are sold in as-is condition.  We go over this multiple times with the customers at time of purchase due to the age and mileage of some of the vehicles sold. We due understand that vehicles  do need repairs at times so we offer service contracts through all our lenders so that in the happenstance that a vehicle has issues those issues can be repaired at the lowest cost to to the consumer.