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:09/13/2024

  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.

  My son and I purchased a 2005 Acura TL from Kitsap Auto for $8,491 on 7/5/24. At the time of sale they added several warranties without our knowledge by not explaining what we were signing. Changing the cost to $20,969.50. I came back in and cancelled the warranties believing that the car would be sold to us in good running condition without major defects as the Implied Warranty Law states. We could not afford a $20k car or that is what we would have purchased. 60 days after purchase we were notified by the repair shop of immediate repairs needed after bringing it in for check engine light on. The repairs totaling almost $6,000. I called for several days and finally spoke to ***** ********, GM, on 9/13/24. Kitsap Auto is unwilling to repair the vehicle as requested. We now have two Estimates the second one being more. Waiting for copy to arrive via email. We have only made one payment on this vehicle. The Vehicle is a hazard and sold to us with major defects we can not afford to repair and should not have to. I am requesting the repairs be paid for at the expense of Kitsap Auto or the we bring the vehicle back and cancel the sells contract.

  

  Business Response

  Date: 09/19/2024

  Greetings
     The following is
  Kitsap Auto Outlet’s response to the complaint ID #22283807.

     Kitsap Auto Outlet
  fully discloses all optional products and services to every customer at the
  time the sales contracts are signed.

     It was the customer’s
  choice to cancel the warranty which may have paid for some of the stated
  repairs if they were deemed necessary.

     Kitsap Auto Outlet makes
  every effort to assist our customers in resolving “after the sale” issues whenever
  they arise. At this point Kitsap Auto Outlet has not seen the vehicle since the
  time of the sale. In order to assist with necessary repairs, Kitsap Auto Outlet
  would need to inspect the vehicle to verify any repair needs.

     Unwinding or “cancelling”
  the contract at this point is not an option.

     It is possible that
  the car could be traded back in if the customer wanted to go that route.

     If the vehicle were
  in our shop, we could “at the least” effect necessary repairs at greatly
  discounted rates.

     We are very much
  open to helping these customer’s if we can get the vehicle in to our shop. Thank
  you.

  Customer Answer

  Date: 09/23/2024

   
  
  Complaint: 22283807
  
  
  
  I am rejecting this response because:

  Kitsap Auto did not explain the purchase contact that
  included warranties at the time of signing for our vehicle evidenced by my return
  after signing the contract that evening (did not even leave the facility), the
  next day to cancel the one policy and two weeks after to cancel the second policy.
  The Kelly Blue Book Value for this vehicle is currently
  $4,855. The car was upsold to us with warranties initially totaling $19,969.50
  and with interest the amount totaling $31,766.68. Is this a fair or honest sale?
  With repairs estimates ranging from $5,952.55 to $6984.17
  this is over what the value of the car is.
  The service warranty sold to us by Kitsap Auto through Wise
  MVP states at the bottom of the contract “I further understand that any Breakdown,
  loss or damage that results from a Pre-Existing Condition is not covered
  by this contract.” A pre-existing condition is defined in that contract as “A
  condition that within all reasonable mechanical probability relates to the
  mechanical fitness of the Vehicle prior to the Contract Purchase Date.”
   The 2005 Arura sold
  to us by Kitsap Auto had not been kept up on maintenance and was sold to in
  this hazardous condition as evidenced by rust and immediate repairs needed in
  both repair estimates provided. In addition to that, according to the Wise MVP
  service contract, “In order to receive benefits with the terms of the
  contract, You are required to maintain the Vehicle according to the manufactures
  recommendation service schedule, as shown in the vehicle’s owner’s manual.” Which was not done. Again, evidenced by both repair estimates.
  Kitsap Auto has not made every effort or any effort to
  rectify the issue without it benefiting themselves. Their options are to trade
  the car back in which will cost us additional funds to repurchase another vehicle
  or bring the vehicle to their garage shop to have it repaired at “greatly
  discounted rates”.
  The car was sold to us in such poor condition with immediate
  repairs needed, so cannot be driven 650miles to bring to their shop. We are not
  operating the vehicle with guidance by both repair shops. My son is having to
  find alternate ways to make it to and from work and pick up his children. My
  son’s livelihood depends on this car. I am so disappointed in Kitsap Auto for
  not taking responsibility for their sales of pore condition vehicles without
  thinking about their costumers or their livelihoods. We came to the car lot thinking
  that we had solution for my son to have a good running vehicle and now were in
  a worse situation then before we arrived.
  We are not asking for anything but what is right and honest.
  We believed that this car was sold to us in good and upkept maintenance condition.
  We are requesting that the repair shop, where the car is located, from one the estimates
  provided, be paid for by Kitsap Auto. 
  
  
  
  Sincerely,
  
  
  
  Meloney Evans

  

  Business Response

  Date: 10/11/2024

  Greetings,

     We are currently in contact with the customer and will be working towards resolution. Thank you.

• Initial Complaint

  Date:08/22/2024

  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.

  Paid $3000 for extended warranty and used it Paid nearly $4000 on repairs after the warranty expired The vehicle has ***** miles Failures:Vacuum lines Fuel pump Alternator Water pump Oil cooler A/c system Check engine light still on Talked to the mechanic,salesman and head financial officer. They mightve as well have given me the finger.I get it that it was a used car but it looks like they knew it was a ****** when it was under warranty and they didnt fix it.They told me that this was the only car that I could afford.I asked if they could do anything to help with the $7000 I paid to keep it running and they didnt even look at the receipts.They just said my credit wasnt good enough to trade it in which isnt what I wanted to do. I wanted any kind of reimbursement for what I paid for a crappy car that they sold me or something else reliable.I wanted them to make this right.They didnt.

  

  Business Response

  Date: 08/30/2024

  Greetings,
     The following is Kitsap Auto Outlets response to complaint #********.
     This customer purchased his vehicle on 11/12/2021, and over the next two years visited our shop a total of four times. The total of the four invoices for those visits was $2132.27, and the warranty covered $1733.99. This left the customer paying a total of $398.28.
     Beyond the above stated repair visits, Kitsap Auto Outlet was not even made aware that the customer was having issues. It would have been helpful if the customer had notified us of any other issues he may have had after the warranty expired.Perhaps we could have helped at that time.
  Thank you.