Complaints

This profile includes complaints for Duffy's Auto Brokerage LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Duffy's Auto Brokerage LLC

  3204 Auburn Way N Auburn, WA 98002

• 

  Duffy's Auto Brokerage LLC

  3204 Auburn Way N Auburn, WA 98002

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:06/02/2025

  Type:Order Issues
  Status:

  ResolvedMore 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.

  On January 14th my wife and I bought a ****** 4runner from ******* Auto Brokerage. The vehicle cash price was ******. There was optional add ones for wheel/tire insurance for ********, a key replacement fee for ****** ( no key replaced I'm not sure why this was charged), and an extended warranty for 4500, and other taxes and fees. The paperwork we signed states that we have the right to cancel the optional warranties for GAP protection, the extended warranty, and wheels tires. However, when I reached out to ***** ******* via email requesting to cancel these on March 11th to cancel these, he initially said "I will try to get the ball rolling asap. I didn't hear from him again until I re reached out on April 16th, over 1 month ( our contract gave us permission to cancel these at our discretion and that the process should not be longer than 30 days. When this did not work I called several times to ******* Auto and was ignored. I also texted ***** at his number that he provided in May, and Everytime I have been able to get a hold of them they beat around the **** and have not cancelled our contract. I am now not sure what to do and would like the better business bureau to help as I am not sure what other options I have to have this contract cancelled.

  Business Response

  Date: 06/07/2025

  Good morning,

  My name is ***** ******* the Finance Manager at ******* Auto Brokerage. In response to the above complaint, I would like to make very clear that I responded to every call and text with the customers regarding cancelation refund. Every time they received a response from me and were never ignored. Whether my day off or not they got a response and had an open line of communication. I sent in the cancelation form several times to be sure it was being processed. What ended up happening and the reason it took so long, were the miles at time of cancelation were marked wrong and it was getting kicked back. Upon finding this out, I reached back out to the customers personally and got actual miles, now cancelation is processed. I talked with both wife and husband, my last interaction with the husband was a good one and he thanked me for clearing this up. We're asking you to please take down this complaint, as this matter has been corrected and handled. Thank you

   

  Respectfully,

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

  ******* Auto Brokerage

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

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23405616
  
  I am rejecting this response because: I have not yet been refunded for the extended warranty only the *** protection.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 06/30/2025

  I have text, called, and emailed customers. I sent proof of cancelation as well. It is attached. They have not responded to any of my emails yet. Thank You

  Customer Answer

  Date: 07/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for your help in getting this resolved.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:08/05/2024

  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.

  ***** auto Use a Maaads Trucking to bring their Purchased cars , ************ give the hauling to another company which make a Scam to me as a Carrier , Not receiving the Payment to for ******* They clearly involved in Doble brokerage since they pass the cars hauling to a third party Freight tracker LLC

  Business Response

  Date: 08/16/2024

  Maaad Trucking is who contacted me regarding a load of cars I had posted on Central Dispatched to transport some vehiclesfo mine. Maaad trucking must have asked someone else to move their load of cars for them which is common in this industry. However, my contract to move the vehicles was with Maaad trucking, not this gentleman. I paid Maaad trucking since that is who I have the contract with. To pay him directly would be a breach of contract and Maaad Trucking could have come against me for lack of payment and breach of contract. It sounds like Maaad trucking did scam this gentleman, we certainly did not as we followed the contract we signed originally. The person he should go after is Maaad Trucking, not us. This gentleman should have had a signed contract with them and it sounds like he didnt.  He should file a claim against Maaad Trucking on Central Dispatch to notify them. But I fear they are going to ask him where is his contract to move the vehicles, if he has a contract he has legal rights to go after Maaad Trucking. If he doesnt then he is out the money. His complaint should be against Maaad Trucking, not us. 

• Initial Complaint

  Date:02/06/2023

  Type:Order Issues
  Status:

  UnresolvedMore 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 felt taken advantage of throughout my entire experience purchasing a car through Duffys Auto. To protect vulnerable people, i.e., the elderly, people who speak English as a second language, the inexperienced, and many more, I need to inform everyone!After talking with the salesman and agreeing on the price for a car, I am handed off to their finance guy. I am at the ********* store. I am in a vulnerable position which I disclosed to Duffys, including the finance guy. Knowing the issues that I am currently dealing with, what happens afterward makes me sick!So basically this company adds **************** GAP insurance, and service contracts without even EXPLAINING what it is or ASKING if you want it! They deceiptfully prepare and present the contract and see if the signer will notice or dispute this! Concerning **************** Vault installation, which are "stickers," are presketched on ***** cars in advance. According to *************** and Duffys paperwork, signers cannot cancel the insurance! I talked to both Duffys and the *************** company about the "Vault installation." Their paperwork concerning the document fee which they have you sign is tricky. The document fee paper also includes different types of service contracts, i.e., bronze, golden, platinum or whatever. So basically, once you sign that piece of paper agreeing to the document fee, the document can be altered (any type of service contract can be circled). TERRIBLE! They need to change their paperwork so it cannot be altered once signed.They also need to ASK people if they WANT different types of insurance and service contracts and NOT ADD this until then! I want possession of ALL paperwork relating to the purchase of my car which Duffys has. I have asked for this more than once! They kept all my old necessary paperwork when they had to redo the contract.This type of contract preparation should be illegal!

  Business Response

  Date: 02/07/2023

  I am very confused by ******************** comments in her complaint.  ***** states that our company added **************** *** Insurance and a Service Contract without notifying her.  After personally reviewing the file I noted that she signed a purchase order that discloses these three items, and how much they cost individually.  Next she signed a bank contract that again discloses the amount of each item and again how much she was being charged per item.  She also signed a separate disclosure document outlining each of these items she was purchasing which also outlines how much each of these items increased her payment individually. Finally she signed contracts for each of these three items individually, which again are three separate contracts. Im not sure how she figures we didnt disclose these items to her since we have her signature on all these documents.  Thats a total of six documents. 
  Let me now backup with what had transpired happened during after signing all the documents in the finance office. When she left she was very happy.  After delivering the car to her she re-read the documents in her car and she came back into the dealership  quite frustrated that she had purchased the Service Contract, and told us she wanted to keep the *************** and *** insurance.  The finance manager told her that would be no problem and he had her re-sign a new purchase order and new bank contract after deleting the Service Contract.  Once again she left and appeared to be happy and satisfied.  We then received a message from her that evening  that she never received a copy of the paperwork for the *** and ***************.  We then said that it was no problem that we could make her a copy.  She said she would come in on Monday and  pick them up.  When she arrived she was handed the documents she requested and she started making accusations against our finance manager and she and our finance manager got into a heated discussion.  Hearing this, and of course being concerned as the owner of the dealership I invited ***** and her daughter into my office to hear her concerns for a good amount of time.  I shared with her that not being there when she actually purchased the vehicle put me at a disadvantage but that if what she was saying was true I would be upset too.  I apologized numerous times for the poor experience she had at our dealership and in good faith, I gave her at no cost to her a ***************************** Policy which sells for $699.00.  Again, I gave her that policy.  Once again she left very happy and thanked me for my time.  I also received a letter from her stating how much she appreciated me taking the time to listen to her complaint.  So Im not really sure why she is unhappy again and felt the need to send in this complaint.  Every time she was unhappy we did our best to satisfy her in a timely manner.
  She didnt want the Service Contract: We canceled it promptly.
  She asked for copies of her documents: We had them ready for her to pick up.
  When she became unhappy with my finance manager, I listened to her for quite some time and then gave her a free $699.00 policy.
  Now she is complaining about a $200.00 document fee that is tricky  really?  That is a government regulated fee. It is clearly disclosed on the purchase order and the bank contract.  Her accusations are ludicrous and unfounded.  Notice no mention of all the time I took with her or the fact I gave her a $699.00 policy for free.  I dont know what else we could have done to please her. I have copies of all supporting documents for the Better Business Bureau to review if needed.
  Regards,
  *****************
  Duffys Auto Brokerage
  

  Customer Answer

  Date: 02/13/2023

  
  Complaint # ********
  EXPERIENCE WITH DUFFYS:
  I felt taken advantage of while purchasing a car at Duffys Auto. To protect vulnerable people, i.e., the elderly, people who speak English as a second language, the inexperienced, and many more, I write this.
  
  So basically, this company deceitfully added **************** *** insurance and a service contract fee as part of my contract preparation without EXPLAINING or ASKING me if I wanted it! By the way, once you sign for the ***** insurance, you cannot cancel it! This leads me to believe there may be others that this has happened to!
  
   I went to Duffys *********** in ********* to purchase a car for my daughter. This was supposed to be an enjoyable experience but progressively became worse. When discussing purchasing the vehicle with T, he suggested that I make a **** dollar down-payment so that I do not have to pay interest on taxes and title fees. I was also informed it would be best to get a cashiers check. I agreed to do this. After friendly bartering with the manager, "M, " with "T, because I was purchasing the vehicle, I had to inform ******* of my vulnerable situation.  With this knowledge, what happens afterward makes me sick.
  
  "T" handed me off to the finance guy "R" who works at both the Auburn and ********* store. "R" brings my daughter and me into the office. He has papers ready for me to sign. He says that I am signing for *** insurance. This should have been my FIRST red flag. This was already on the contract! He did not ask me if I wanted it first. I do WANT this type of insurance, however. Then he informs me of the interest rate and how much the car will cost at the end of the loan. He tells me to sign for the document fee and a few more places. I tell him I need to go to the bank to get the cashiers check for the $**** down payment which was suggested by Duffys. He says he will wrap up the paperwork in the meantime. When I return with the cashiers check, I am surprised to see  "R" standing outside of Duffys with paperwork enclosed in an envelope. I was like, "Wow! These guys are so efficient!" Minutes later while I am driving, I ask my daughter to review the paperwork. This is when we discovered he had added $**** for a service contract fee. He NEVER discussed a service contract, he did not talk about different types of service contracts, and he did not ASK if I wanted a service contract!  I immediately turn around and approach "M," the manager, and inform him that I did not ASK for a service contract and I want it removed. After mention of the  police, "R"  finally begrudingly removes the service contract fee. He prints out a new contract.He says to me "let me go through this thoroughly, so there is no misunderstanding" like I am stupid or confused. He says, "This is your **************** this is your *** insurance, and these are your numbers."  I figure this *************** is standard, since it is already on the contract. My daughter questions him about the *************** and he says that it is in case the car is broken into. Very frazzled, I sign the paperwork, glad that the $**** service contract fee is removed. Later that evening, I want to review the *************** information, as well as the *** policy but "R" kept the old paperwork and gave me a  summary statement with the new numbers. I call and ask for "R" the next day. I was bounced around with "Oh, he's at the Auburn store, no he's at the ********* store, and "oh he is sick." Disappointed, I informed a man at the Auburn store what I experienced with "R." He says there has never been any complaints before.  I told him that I think "R" is a slimeball. The man informs me that he is ***********************, the owner of Duffys Auto, and that he will not tolerate name calling and he hangs up. For the paperwork and more explanation of the *************** the following Monday, I went to the Auburn store to talk to ************************  The owner plus one wave at me and "R" is there. My daughter and I politely ask for ******. ****** is at home. "R" says that he can explain the *************** and provide all the Vault paperwork which he does not do (and even today, I still do not have all the *** paperwork, only page 1 of 5). Very unprofessionally, he says "let me explain this to you in the least slimeball way." He further comments on how I went behind his back and called the store. I told him I didn't call to talk behind his back. I asked him. I would tell him directly. He then tries to kick me out of the Auburn store! This is where I feel that if I was alone, and my daughter was not with me, I may have been treated even more poorly. Finally, ***************** (owner) helps my daughter and me by pulling us into his office. He explains the *************** and gives me missing *************** paperwork "R" did not give me. He even has me sign for the catalytic converter protection which was originally supposed to be included because of the fee "R" charged me ($999.00).
  
  Later in the month, I express my worries to ***************** in an email. I do not hear from him for two weeks. He replied to the email stating, there have been zero complaints, only praises for "R, " unvalidating me. He says he has taken the necessary steps with "R" and the matter is between them. Very unfortunate. 
  
  RESPONSE TO ***:
  ***************** states he is confused about me but what he really likes to do is confuse everyone else with his replies.
  
  Future customers, please re-read my statement. *** responded to Yelp and Better Business Bureau stating that I asked for these. This is not true.  *** says that I signed these with each in multiple pages. This is untrue as well. I was not given each of these documents in multiple pages! I still dont have all my *** insurance pages! ******'s contract preparation is very shady. I now think maybe this whole company does their contract preparation this way now.  I do not have the paperwork because ****** kept it. I already know I am not getting *************** money back! That is how people are being cheated! ****** provided initially minimal paperwork from the get go and actually no paperwork relating to the service contract! Concerning a second visit, and his comment in Yelp or Better Business Bureau about ****** offering to help me, untrue. It is too bad *** has to lie for his son or maybe his son lied to him. That we will never know.
  
  Concerning me apologizing to the manager, this did not happen. Later, when I saw the manager I said, I am still ******, but I will get over it. Of course, with this repetitive terrible treatment how can someone get over it! When ****** begrudgingly removed that fraudulent service contract fee after I mentioned police and I left the store not screaming and yelling, I would not define that as happy. I would consider myself polite. ****** did come to get me because I was complaining to the manager.  Happy is not crying in front of ****** and saying that I cannot believe that he would try and pull this on me. Also more insulting is that after ****************** the contract, he told me to smile, and he said now what I want you to do is go apologize to the manager. Then he changed his mind about that because of the dead eye stare I was giving him. In fact, ****** was sweating profusely. 
  **** remarks stating how happy I am are equally if not more offensive. I left the store each time without making a scene if that is what ***************** by being "happy."  *** says I should forgive ****** for his mistakes. I forgive people all the time for mistakes but ****** did not do this by accident. I want to warn others to watch out! ******* will treat you like you are confused and stupid! 
  TYPES OF CONTRACT PREPARATION COMPLAINTS MADE:
  *** insurance was already on the contract which was prepared by "R". "R' did not ASK me if I wanted it.  A salesman should always ask if a customer is interested in optional insurance and explain its benefits, and then if the customer wants it, then it should be placed on the contract. That is what a salesman does! You don't just start adding stuff to contracts and then see if the customer signs it! That is very deceptive! I actually want to keep the *** though, still good to ASK and not just say okay sign for *** like this is standard! This is optional! Also I want all the document pages for the *** insurance. I was not provided this. I was only given page 1 of 5.
  
  ***** insurance: This was already on the contract. The salesman also should inform the buyer of what vault insurance is, the benefits and and to ask whether the customer would like to purchase it.  If this was on the contract the first time, this got by me because "R" did not talk about ***************. He also was very rush, rush, sign here, sign here, not mentioning *************** AT ALL or asking if I want it.  The contract does not even say it is optional. Having *************** already on the contract without informing the customer Vault is optional, or what  "Vault" is definitely illegal or at least it should be. So the first time, he probably did get me to sign that! The second time, my daughter noticed and I was frazzled and wanting that **** service contract removed. So your company wins there! I know I will not get that money back and have not asked for it back because of the trick stating I signed for it. If I was GIVEN the opportunity to be INFORMED OR ASKED if I wanted it, I definitely WOULD NOT HAVE purchased this so we are stuck with this for sure. Also I do see that someone else was conned with this type of contract preparation in a complaint from March 2020. This is what I want to warn your future customers about! Look for the Vault!
  Service contract: R did not mention that I was purchasing a service contract, what types there are or even ask if I wanted one! This is flat out fraud. The salesman should always explain what the service contract is and ask the customer if they want it before adding it to the contract. Being that there are multiple different service contracts that Duffys provides, this definitely shows me that adding this was downright fraudulent! How many people has this been done to? That multipurpose form that has the document fee and multiple types of service contract should be illegal! 
  Document fee page:  Concerning the document fee, *** is trying to confuse others by saying I want a refund. No, what I said about that document fee page is that it can easily be altered with just a circle because multiple different types of service contracts are on this form as well. Once you sign for the document fee on this multipurpose form, it can be ALTERED fraudulently which ***************** SHOWED ME when I went into his office. You showed me that form. I signed for the document fee which ****** asked me to, not for any service contract which I believe was fraudulently circled after. You will not provide me with this of course! ****** kept it after I came in the second time. Altering documents is against the law!
  Your response stating " you signed for it" is what I want to WARN CUSTOMERS about, since you are TOLERATING THIS BEHAVIOR!
  Like I said before, in my email, I asked you to QA "R" because I was worried for vulnerable customers. This leads me to believe that "R" may have been trained to prepare contracts this way by your company! Visually impaired, English as a second language, and first time buyers, as well as people in my position are very good targets. I want to make sure that customers are warned to look out for contracts that are prepared by your company because the contract most likely will have add-ins, and if you signed for it, like you said, "you buy it". I know I will not get a refund for the vault insurance unfortunately and was lucky enough to notice the fraud with the **** service contract fee and get that removed.
  
  WHAT I WANT:
  1. I want you to retrain your staff and QA them concerning contract preparation and that add-ins are not allowed until customers are informed and asked if they would like these, then and only then can these be added to the contract, not before.
  
  2. I want that form with the document fee and types of service contracts to be fixed so it cannot be altered by circling it.
  
  3. I want ALL my documents that are in your file.
  
  4. Also concerning service contracts, this should be a separate document altogether with an informational packet with policies and contact information.
  
  5. I want you to remove my mother's maiden name from your contract and black it out. 
  
  6. I do not want you to write future customers' maiden names down in the contract. This can cause identity theft. I am wondering if anyone has had identity theft after purchasing a car through your establishment.
  
  6. Also it should not be encouraged for customers to leave in the middle of signing. This may have also been part of the Duffys scam! There is no conscience!
  
  You said you said you are a man of integrity and a man of integrity should have nothing to hide. This company is extremely deceptive. I think it needs an audit by calling the customer to see what type of contract preparation was presented to them and how many got stuck with things they did not want
  

  
  

  Business Response

  Date: 03/07/2023

  In response to the complaints / demands of ***************************:
   All our staff are trained per ****** guidelines.  All customers sign the following in the finance office when purchasing products; A purchase order which clearly identifies each item they are purchasing along with the cost associated with that individual product.  If financing,  the same is true, each item is clearly identified and the cost is also clearly identified.  Then the customer signs an individual contract for each item they have purchased, which explains what they are purchasing along with the cost associated with that individual item.  That is **************** Guidelines and that is what was followed in this case.  What is not required by **************** is to have the customer sign a menu disclosing everything they are purchasing and the cost associated with them BEFORE they sign all the other documents listed above.  In this case ***** did sign this as well as for all of the other products she purchased.  She signed 5 times disclosing all mentioned above.
  The document fee is clearly identified on the purchase order as per **************** guidelines and they are the ones who set the amount, not us.  *********** Contract we use is approved by the Insurance Commissioner of ********** State.  
  Our client was given all documents required by **************** 2 times. 
  Indeed the service contract is a separate contract that includes what coverage they bought and what is covered and what is not.  It is a full explanation of what they purchased.  It also has a phone number for questions regarding the contract if we cant answer their questions satisfactorily.
  With regards to the mothers maiden name ***** would have to call the bank that her loan is through and only she can change / delete the mothers maiden name due to privacy policies.
  The bank is who requires the maiden name, not us, and is requested on their form that they supply to us. But if a customer wishes to not use a maiden name they can refuse to do so or change it as stated in #5.
  All documents had been signed before ***** and her daughter left to go to get her down payment.  Otherwise our finance manager wouldnt have been able to have all her documents ready for her upon there return.  She didnt have to go and get her down payment, she could have waited for all the documents and then gone to pick up the down payment.
  
  
  

  Customer Answer

  Date: 03/17/2023

  To *****************:  I reject your response.
  1. I want you to retrain your staff to ASK future customers if they would like to purchase a service contract, to purchase *************** or purchase GAP insurance BEFORE placing this on their contract to sign. Then if the customers verbally agree that they would like these additional purchases,  it can be placed on the contract.
  2. I want that form with the document fee and types of service contracts to be fixed so it cannot be altered by circling it.
  3. I want ALL my documents that are in your file, ESPECIALLY the documents that you speak of. I want proof!
  4. Also concerning service contracts, this should be a separate document altogether with an informational packet with policies and contact information.
  5. I want you to black out my mother's maiden name from your contract that is filed in your office and all Duffys auto dealership records.
  
  
  Thank you!

  Business Response

  Date: 03/24/2023

  
  1. The forms we use are approved by **************** and the **************** Independent ************************.  If you would like to contact them you are welcome to do so, but please understand all dealer required forms that are used are reviewed by attorneys to see that they protect the consumer and the dealer.  So, we are not at liberty to change the forms and will not be doing so in this case.   
  2. You have been given all forms / documents required by **************** and the ********** Independent ************************ two times.  Please let ** know if there is something in particular that is required by **************** and the ********** Independent ************************ we havent given you.  We are not planning on giving you forms not required by the previously mentioned entities.  We believe we have given you everything required by law and are not planning on giving you any more documents.  
  3. The form that had your mother's maiden name was given to the Credit Union.  If you would like to have the name redacted you are welcome to visit with them and Im sure they will accommodate you. 

  Customer Answer

  Date: 04/04/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  
  1. I want you to TELL your staff to ASK future customers if they would like to purchase a service contract, to purchase *************** or purchase *** insurance BEFORE placing this on their contract to sign. Then if the customers verbally agrees that they would like these additional purchases, it can be placed on the contract.

  
  2.Previously, you stated to the better business bureau that I had signed multiple documents for each, multiple times, and you stated that you would be happy to supply these documents to the better business bureau. I would like you to do this, especially the multiple documents that you say are existent pertaining to the service contract, which I doubt there are. If these are provided to the Better Business Bureau I would like a copy as well.

  
  3. I also want all my documents pertaining to the *** policy. I only received page 1 of 4.

  
  4.Also concerning service contracts, this should be a separate document altogether with an informational packet with services of what is being purchased by the customer and contact information so the customer can inquire about these services. Especially if your employees are going to add these to your customers contracts without notifying them!

  
  5. I would like you to, once again, as I previously stated, to black out my mothers maiden that is currently in your files at your Duffys Auto Locations. This should not be hard to understand but this is also a good example of why my top request is very important by the importance of letting people know verbally what is happening and asking permission. Placing things on peoples contracts without verbally asking them should not be tolerated!
  **************************************************

  Business Response

  Date: 04/16/2023

  1. We already do this, and have done.  Frankly, you are the only customer who has ever made this complaint.

  2. As mentioned previously, you already have these documents.  Please review them, we have given them to you twice.  I you would like to supply them to the BBB you are welcome to.

  3. You are welcome to make an appointment with ****** or ***** anytime to get the documents you request.

  4. The warranty is indeed a separate document you signed.

  5. As mentioned several times, the document with your mothers maiden name was given to Sound Credit Union.  You will have to contact them.  I don't know what is so hard to understand about that as I have mentioned it several times.  THAT IS BETWEEN YOU AND SOUND CREDIT UNION.  You mentioned that we didn't have your permission to put your mothers maiden name on the document.  Then how did we get it from you?  We asked for it on behalf of ******************* you gave it to us and filled in the blank.  We then passed that document on to Sound Credit Union.  THAT IS THERE REQUIREMENT NOT OURS.  THEY GRANTED YOU THE LOAN, NOT US.  IF YOU DIDN'T WANT TO GIVE US YOUR MOTHERS MAIDEN NAME YOU SHOULDN'T HAVE GIVEN IT TO US.  BUT YOU DID.

  Customer Answer

  Date: 04/27/2023

  Dear Better Business Bureau; I reject this response.
  
  Dear ***-
  
  I already tried to get these requested documents from ******, ***** and you. Please provide the requested documents mentioned below to the better business bureau.
  
  I also am very aware that I provided ******* ************ my mother's maiden name to get the loan. Please, again, re-read my request below (black out my mother's maiden name in your documents in your ******* Auto locations).
  
  I do hope that you are requiring staff to ASK future customers if they would like *** insurance, a "VAULT system upgrade" or a service contract BEFORE ADDING it on their contract. Your company should also explain what these services are for, too! If they say yes, THEN your staff can ADD it to their contract. Give your customers a choice!
  
  I have purchased vehicles before at different auto dealerships and have never had a terrible experience like this before! This truly makes me worried for first time buyers and others (second language, bad vision, and trusting customers). It is very disappointing.
  
  Concerning the ****** I never wanted this, and I did call them and was informed that this is up to the dealership to get refunded. Yes, there is a document signed by me for the Vault system upgrade which I absent mindedly or trustingly signed when I was purchasing the car from ****** but he did not ASK or even EXPLAIN Vault originally. Upon further research I noticed that the ************* upgrade states in your contract on line 4 as below. I have marked this in quotes.
  
  
  "Vault security upgrade system:
  
  "4. As the vault security upgrade system is permanently installed on the vehicle, the purchase price of the upgrade system is NON refundable.
  
  This is very interesting to me because I did not have ******* Auto or ask ******* Auto for anything to be permanently installed on my vehicle. When calling ***** at ******* Auto, she indicated that ALL vehicles at ******* Auto have stickers presketched onto the vehicles in advance, and this is the so-called security upgrade. If this is the case, why do I not get the option to request a refund or opt out? I never asked for this etching/upgrade. Shady.
  
  
  I am not even sure if this Vault upgrade applies to the *******************. I have called and asked and they were unsure stating if it was purchased in Washington, probably. I also asked for a website for this Vault Security Upgrade System and was referred to a bad website. Pbsabm.com. Please provide website so I can find out if this purchase is valid in Washington.
  
  I also have a document for a catalytic converter warranty which you had me sign in your office days later. You said that this was supposed to be included and provided by ****** because of the price I was charged for Vault (******). You had me sign for this. I noticed that this is backdated for some reason.
  
  Also your company has promised to fix the airbag clip on the car. That was part of the deal. Let's just face it, we are not comfortable with bringing this in because of this experience plus there has not even been a follow up call to have this service provided by your company anyway. I hope we do not die because of this! We should get reimbursed for repairs when we do get this fixed at a different shop than yours.
  
  This car purchase was for my daughter who is making payments to me because I had to take the loan. ****** knew this too! She had to witness all of this! She is in her early twenties! This experience was very shocking and unpleasant!
  
  
  1. I want you to retrain your staff to ASK future customers if they would like to purchase a service contract, to purchase *************** or purchase *** insurance BEFORE placing this on their contract to sign. Then if the customers verbally agrees that they would like these additional purchases,  it can be placed on the contract.
  
  2. Previously, you stated to the better business bureau that I had signed multiple documents for each, 5 times, and you stated that you would be happy to supply these to the better business bureau. I would like you to do this, especially concerning the service contract.
  
  3. I also want all my documents pertaining to the *** policy. I only received page 1 of 4.
  
  4. Also concerning service contracts, this should be a separate document altogether with an informational packet with services of what is being purchased by the customer and contact information so the customer can inquire about these services.
  
  5. I want you to black out my mother's maiden name from your contract that is filed in your office and all Duffys auto dealership records.