ComplaintsforNorthwest Motorsport, Inc.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased aftermarket warranty from NWMS through Vehicle One. Warranty was issued for 156k - 100k over the 56k the truck had on it or 60 months. Vehicle 1 says the warranty is only good to 100k contrary to the signed contract. I have reached out to several folks at NWMS. GM in ******* (where vehicle was purchased), **************** (******), *********************** CEO, ***************** Finance Director, ****** in customer service with 0 results.

  Business response

  01/11/2024

  I have been informed that the customer was going to withdraw this complaint today. Will you please see if you have received any notice from ****************?

• Initial Complaint

  11/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently purchased a truck for $44,122.47 from Northwest Motor Sport (***************** Puyallup **) on 08/21/2023 and I've been having problems with it from the start. I hear popping noises when turning at low speeds, and I didnt understand why. When I went to buy a camper at Camping World in Hillsboro, their technicians informed me that my CV axles were worn out. I contacted ***** in sales at Northwest Motor sport to inform him about the issues, but he didn't respond. I repaired the CV axles on the truck without knowing that I had a warranty because some of the warranty paperwork was not included in my packet when I initially purchased the truck. While the truck was being repaired, I was told by the mechanics at XTC *********** that it also needs a new steering gear. After weeks of trying to contact someone at NW Motorsport, the sales manager **** finally reached out to me, but wasn't helpful. He just reached out to say that Northwest Motor sport is there to help before, during & after a purchase. he sent me the rest of my warranty that was missed & stopped talking with me completely. After calling various shops in ********** to find the required steering gear for my truck, a repair shop informed me that the high-pressure fuel pump on the truck has been under recall since 2022, and all dealers are aware of the recall and should not be selling these vehicles. I tried to get ahold of the general manager at Northwest motorsports multiple times, but they never got back to me. All I want is to have the truck I recently purchased fixed or returned because their website claims that all vehicles go through a thorough inspection to ensure customers get road-ready vehicles (Our Guaranty. High standards. Higher Quality. Our vehicles go through a rigorous pre-sale inspection to ensure our customers get road-ready vehicles - www.nwmrocks.com), but mine is far from road-ready. It would be advisable to remove this claim from the website as it constitutes false advertising.

  Business response

  12/19/2023

  To Whom It May ************************************ purchased his vehicle in August of 2023. Multiple weeks later he reached out to our Sales Manager **** with his concerns. By this time his contract had been accepted and funded by the lender which meant the only course of action we had was to trade him out of his vehicle and into another one which ******************** initially declined and stated he would rather have the vehicle fixed. **** explained to ******************** that we need to schedule him in with our service department to look at the issues he was experiencing. Unfortunately, the parts required to repair his vehicle were on a national back order due to the labor strikes and our Finance Manager reiterated that the best course of action would be to trade out of the vehicle for a different one. Our team had found a Tundra that worked for ********************, we took a deposit, placed the vehicle on hold and set up an appointment. As the appointment approached ******************** expressed that he had to take the truck back to his local shop for a coolant issue and cancelled his appointment. We reached out multiple times to reschedule the appointment but was unsuccessful. We refunded the deposit and released the hold on the Tundra. We are still eager to help ******************** trade out of his current vehicle and get into something more suitable. We urge him to reach out to our Sales Manager (****), Finance Manager (Val) or our customer care team at ****************************************************.

   

  Northwest Motorsport

  Customer response

  12/20/2023

   
  Complaint: 20861274
  
  I am rejecting this response because:
  

  Most of the statements here are untrue. At first, I attempted to contact salesperson ***** regarding the problems with the truck and the issue of Northwest Motorsport overcharging me and not refunding my payment. ***** did not reply to any of my emails until I mentioned that I would involve my attorney. It was only then that he forwarded my email to sales manager ****, who unfortunately was not very helpful. Moreover, I do not wish to buy any other truck from Northwest motorsports because, for some reason, Sales manager **** ran my credit six times, despite me having an excellent credit score (over 750) and making a six-figure income. This had an impact on my credit due to multiple hard inquiries. At this point, I just want Northwest Motorsports to take back the truck they mistakenly sold me, as *** mentioned. This truck came from a Northwest Motorsports dealership in another state that closed down and was sent to this dealership at ******************************************************** Wa. It should not have been sold.
  

  Sincerely,
  
  ******************************* *******

  Business response

  01/04/2024

  To Whom It May **************************** stand by our previous response and are willing to help ******************** by trading him out of his current vehicle. Regarding the credit inquires, Northwest Motorsport works diligently to find the best rate possible amongst our dozens and dozens of lender partners which sometimes results in multiple credit pulls. Fortunately the credit bureaus understand that during the course of shopping for a new or replacement vehicle the consumer is most likely going to visit multiple dealers and require multiple credit pulls which is why they offer the ability to consolidate ***************** inquires after you complete your purchase. ******************** simply needs to reach out to *********** and let them know he was shopping for a vehicle and request that they combine the inquires into a single "hard" hit on his credit report. Again, Northwest Motorsport is eager to help ******************** trade out of his current vehicle and get into something more suitable. We urge him to reach out to our Sales Manager (****), Finance Manager (Val) or our customer care team at ****************************************************.

  Northwest Motorsport

  Customer response

  01/09/2024

   
  Complaint: 20861274
  
  I am rejecting this response because:
  

   I am not interested in trading the truck back into Northwest Motor Sports at my expense. This is because Northwest Motor Sports wrongfully advertised a vehicle as roadworthy when it is clearly not.
  
   Northwest Motor Sports should stop making excuses and simply do what is right. They falsely advertised and sold a vehicle that is not suitable for driving on the road. Northwest Motor Sports should have allowed me to exchange the vehicle for a different one or bought it back from me, considering the false advertising.  
  
  I purchased the truck from Northwest Motor Sports on August 21st. I didn't drive it much because I intended to use it for travel and to give my disabled brother a great camping experience. Unfortunately, Northwest Motorsports ruined that for us. I emailed ***** in sales on September 5th and September 12th (emails attached) to express my issues with the truck and the overcharging of my payment. ***** forwarded my emails to his sales manager, **** (but not until 09/28/23) , who then passed the issues onto my warranty. However, my warranty couldn't fix the problems because the necessary parts were unavailable & not being made. Essentially, Northwest Motorsports sold me a vehicle that I couldn't drive. *** assured me that the overcharge would be refunded once my loan was finalized, but it wasn't refunded until September 13th, more than a week after my initial attempt to contact someone at Northwest Motorsports . No one from Northwest Motorsports ever tried to reach out to me, except for ***, but she always seemed rushed . I was the one constantly trying to get in touch with someone for help with the falsely advertised road-ready truck, but I received no assistance whatsoever from anyone at Northwest Motor Sports. Furthermore, Val forgot some of my warranty details and apparently sold me the wrong warranty. I've been to many dealerships, but this one was quite something. I asked to speak with the general manager multiple times, but they didn't bother to respond. To make things worse, for some reason, the sales manager **** and *** charged me sales tax when they filled out all my paperwork and knew I was coming from ******, where there is no sales tax. Moreover, I was told the best rate I could get was ****% because rates went up. Yet, my credit was run 6 times, even though I have an excellent credit score (over 750) and a six-figure income. Frustrated, I decided to leave a review on Yelp and noticed that Northwest Motorsports doesn't assist customers who encounter problems with their recently purchased vehicles. Instead, they make excuses. Northwest Motorsports should remove the false advertisements!
  Sincerely,
  
  ******************************* *******

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased extended warranty on my vehicle I purchase there (2019 jeep grand Cherokee) February 24th ************************* was my finance manger that helped **** went in within a few weeks later stating i wanted to cancel it he said i can cancel it at anytime if later on i decided i didn't want it i can cancel it , I agreed. Now am at the point am selling the car and the buyer does not want the warranty( of course to have to pay less) good thing the buyer is willing to wait til i get this issue resolved. But i initially called july 18th to know what the process was i would just get call back promises no call back ever received. I would call about once a week regarding my issue until i decided to send them certified mail on august 9th I received confirmation that it was hand delivered on august 12th. I waited 3 weeks to see if maybe they were processing my request ut have yet to receive any sort if information. The most recent contact i had was a voice mail and email to ************************* (who originally helped me with my purchase) on September 15tg and have still ni response

  Business response

  09/20/2023

  To Whom It May ********************* and foremost, we sincerely apologize for the lack of communication on our part, we will use this as a learning experience to retrain our teammates and do better in the future. Our business office has reached out to ****************** to collect the necessary documents to process the cancellation. We have attached a cancellation quote here; the actual amount may vary slightly but in most cases these quotes are fairly accurate. Please be advised if there is an outstanding loan on the vehicle the refund will go to the lien holder, if the loan has been paid off then the refund will go to the owner indicated on the title.
  
  Again, we apologize for the inconvenience, and we are happy we were able to resolve this quickly.

  Customer response

  09/20/2023

   
  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.
  
  Sincerely,
  
  ************************************

• Initial Complaint

  06/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/8/2023 I bought a truck from northwest motorsports. The advertised price was $30,999 but was charged $32,698.00.On the itemized document of charges they have charged me money with no explanation on what its for. I called them and there reply is there was no space to put the itemized charges. I have tried to contact an attorney but with no luck due to not many attorneys pursue this kind of thing. I purchased a extended warranty with my vehicle and on 5/22 I get a letter stating in order to keep my warranty I have to pay more. My truck payment is based on alot of extra warranty purchases that seem to not be in effect but my price stays the same.

  Business response

  06/06/2023

  Regarding Mr. ********* complaint, the cash price of their 2017 **** F-150 was $30,999.00. The law contracts only allow for four lines of itemized detail. As a result, the fifth aftermarket product, which is the windshield coverage, gets included in the sale price of the vehicle. This does not change the total price of $45,684.05.

  The purchase order can itemize each item, providing a detailed breakdown of the vehicle purchase price and all the aftermarket products purchased. Ive attached the law contract and purchase order for your reference.

  Thank you.

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After our truck overheated 25 days ago, my husband replaced the thermostat to try to fix the problem. This did not resolve the issue. My husband towed the truck to NW Motorsport for them to fix since the truck is under warranty for another **** miles. Our truck has been there for 22 days. Today, ***** contacted us to let us know the thermostat needed to be replaced and wasn't covered by warranty, but they would fix it for 215 dollars. He told ** that this had to happen for warranty work to be done if it wasn't the thermostat. My husband agreed to pay, but asked for a refund if it wasn't the thermostat and to make sure that they took it on a good test drive after they replaced it. This evening after they closed ***** texted my husband telling him it would be best if he just came and got the truck. Apparently they are refusing to fix the issues even though we bought the truck and the warranty from them.

  Business response

  04/20/2023

  Approximately 3-4 weeks ago, ***************************** reached out to our service department to schedule an appointment under his extended warranty for his overheating truck. At that time, we advised the customer that it could be multiple weeks before we were able to inspect the vehicle due to a heavy influx of inventory. We advised ****************** that he *** want to contact an ASE-certified shop to get the issue addressed sooner and we recommended some local shops that could assist him. 

  We received a phone call from ****************** stating that he would like to drop off the vehicle with the understanding we could not guarantee a timeframe for diagnostics. We wanted to try and be as accommodating as we always are with every customer. 

  On Monday 4/17, ****************** came in to check on his vehicle. We informed him that we planned to have the appropriate technician available to inspect the truck by the end of the week.

  On Tuesday 4/18, the assigned technician finished his backload of work and began inspection of the truck. The technician noticed that the lower radiator hose was cold, indicating that the thermostat was not functioning correctly. We recommended further diagnostics to determine if other factors were contributing to the overheating issue.  

  After reaching out to ****************** to discuss next steps, we discovered that ****************** had already replaced the thermostat and did not believe that was the issue. We explained to ****************** that we would need to replace the thermostat in order to move forward with diagnostics and if ASC was not going to cover the repair, we would need to charge for diagnostic time, time to replace the thermostat and the cost of the thermostat (if needed). This would be approximately $350.00. ****************** was adamant that the issue was not the thermostat and if we replaced it and there were still issues he would not be paying the $350. We told ****************** that we would call ASC for a preauthorization and call him back before we started replacing the thermostat.

  We reached out to ASC to submit a preliminary claim and they determined the thermostat is not covered under the extended service contract ****************** purchased. ASC is not affiliated with Northwest Motorsport, and we have no control over their decisions. We understand that car repairs can be a hardship and knowing that this vehicle will need more diagnostics, we decided it was best to trim the costs as a courtesy. We offered to reduce the cost for ******************, including removing our diagnostic charge, using water instead of charging him for coolant, and finding a way to replace the thermostat for $214.82 instead of the original estimate of $350. We were concerned that the vehicle *** need more repairs and told him there *** be further issues, but the thermostat must be replaced first.

  ****************** reiterated that he had already replaced the thermostat and if our thermostat does not fix the problem, he expects his money back. He then requested that our technician spend additional time to verify his findings by taking a test drive up a steep hill and, on the freeway, to see if it would overheat, but we were not in a position to provide any more free diagnostic services at that time. 
  Considering all of this, we felt it was best for the customer to pick the vehicle up and seek repairs at a different shop that *** be able to tailor the experience to his expectations. 

  ****************** picked up the truck on 4/19/23.

  Customer response

  04/20/2023

   
  Complaint: 19953979
  
  I am rejecting this response because: The response is not truthful. We agreed to pay for the thermostat replacement knowing that wasn't the issue, but wanted them to test drive it thoroughly after they replaced it like we did indicating a more serious issue that should have been covered under warranty. We provided the text messages between Chase from NW Motorsports and ***************************** to support that their response was not truthful.
  
  Sincerely,
  
  ***********************

  Customer response

  04/25/2023

  Messages from Chase

• Initial Complaint

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I held off for several months before making this review because I was giving them a chance to right their wrong. I bought a 2018 ****** WRX with approx. ****** miles. on 12/17/22 from the River Road location. During the test drive we noticed a noise coming from the engine that we thought was noise rattling from a vent. Our salesperson assured us all vehicles are fully inspected and meet all standards for safety, so we trusted their word.Within the first 24 hours of owning the car I had a loud squeel in the back wheel, oil leak, clutch was popping out of gear, and a loud, grinding sound coming from the transmission. I brought all of this to the attention of NWMS who told me to bring in the car so they could look at it. The service rep acknowledged there was a noise in the transmission but wasn't sure the source. I begged the sales manager to get out of this car. We couldn't even get our old car back that we traded in because it was already sold. They agreed to take the ****** in and find out the issues. After 2 weeks at a transmission shop and another 5 days at ******, turns out it was a bad transmission and clutch. NWMS agreed to fix it at no cost to me. Unfortunately, i didn't get this is writing. They had me pick up the car so i had something to drive to work while they ordered parts, assured they would call in 1 week. 6 weeks go by, I've heard NOTHING! I gave the car back to the bank this week. I can't afford $11,500 (quote from ******* in repairs on a car I just bought. I found out the warranty I purchased from NWMS, only covers up to $7,500 and it wouldn't even cover the full cost of the transmission. I understand that when I buy a "USED" car, it is known that the car essentially comes "as-is". I should have asked to take the car to a mechanic before making the purchase. I have called them multiple times and they have made zero attempts to reach out to me after I picked up my car. I understand parts are hard to find right now but communicate with customers!

  Business response

  04/17/2023

  Thank you for bringing this to our attention, our goal is to make sure all our customers have a great experience purchasing a vehicle from **. ************************ experience is the exception, not the norm and Im glad to hear that we did our best to diagnose and fix the issue she faced. Unfortunately, when a vehicle is sent to a specialty vendor, the time frame is out of our hands, and we are often in the dark as well. The ****************** market has made purchasing parts in a timely manner increasingly more difficult and while we can understand the frustration, it truly isnt something we are able to control. Our vehicles go through a thorough safety inspection and are maintained before being put up for sale, but all things mechanical have their lifespan and as good as we are at fixing problem, we are unable to predict parts failure. We all wish that this timeline had met both her needs and our expectations. While the reaction to this situation is understandable, we hope that she will give us another chance in the future.

  Customer response

  04/17/2023

   
  Complaint: 19901865
  
  I am rejecting this response because:

  I called multiple times, left voice-mails for someone to call me back and I never heard a single words from anyone. I was told initially that I would hear back in 1 week to drop off the car and pick up a rental. I called in a week, i never heard back. I waited 6 weeks before I decided to give the car back to the bank. I fully understand parts take time to get. But, communicate with your customers! If you say you'll call in a week, call. Don't ignore my call for 6 weeks and never follow up. 

  I asked multiple times to get the upcoming repair work in writing and I was told, "we can't do that." My fault for not pushing for this in writing. 

  So now I have a hit on my credit, I lost the value of my original trade, and the stess this has caused me and my family. I will not ever recommend anyone purchase a vehicle from your establishment. 

  
  Sincerely,
  
  *****************************

• Initial Complaint

  02/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Do not buy a vehicle here. I heard the stories about them before I went there and assumed it was all just exaggeration. To start off there were rats nests under the plastic intake manifold cover and they told me that's normal (still have the text messages). They accused me of driving around in a stolen truck because they let me sign papers and drive off without actually being approved. Even threatened to call the police if i didnt bring the truck back. They tried to hide all the rust with whatever coating they spray on vehicles that is now bubbling and peeling. The rockers need replacing but they just sprayed over it. I told them I was in the logging industry and needed a capable truck with 4wd for the mountains. The 4wd went out withing the first few months of owning the truck. Also the steering rack is going to have to be replaced now. All within the first year of ownership. The truck hasn't even seen dirt roads yet. Highly disappointed in this shady company. I thought that maybe the steering wheel buttons had been rubbed away from use but no I found out after taking it to a detailer there was just so much grime on them you couldn't see the marking. The couldn't even clean the vehicle right. Scumbag dealership that sells you vehicles that you will end up paying thousands in repairs on.

  Business response

  03/08/2023

  To whom it may concern, 

  We do not have any information about any issues with ********************** vehicle until now. We reached out to ****************** to get more information and to see if there was anything we can do to help. 

  At this time, ****************** has not responded. 

• Initial Complaint

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/12/2020 we purchased a 2016 Jeep Cherokee from NW Motorsports, along with a purchased a service warrantee totaling $2399.00. Our contract (attached) clearly notes that our service warranty is in place until the "expiration of 1/12/2024 or when the odometer reads ******* which ever comes first."- neither of these have occurred leaving the contract still valid. This was signed and dated by both parties that same day. In Jan 2023 we reach out to this service warranty company VehicleOne regarding details of this contract when we were told that the warranty was voided at ****** miles. We provided VehicleOne with our copy of the contract signed at purchasing- they confirmed the data they received from the dealership did not match what we provided. We were advised to reach out to NW Motorsports to update the contract for an eligible claim to be paid. We addressed this with several personal including ***************** Web at NWM, they were unable to find a corrective action and since have stopped returning our calls. Clearly this is a breach of contract on the part of NW MotorSports- a contract was submitted to the third party vendor with altered information that we did not sign or agree too. Due to this manipulation of the contract we are left with no warranty coverage nor did we receive the services agreed too and paid for. Northwest Motorsports is responsible for correcting this contract coverage as agreed to on 1/12/2020, the repair of services eligible for warranty OR a full refund of $2399 for a contract that we non-binding do to the alterations made to the contract without consent.

  Business response

  01/31/2023

  To whom it may concern,
  
  Thank you for bringing this to our attention, weve reviewed our records and see that ****************** purchased an extended service contract that expires at 48 months or ****** miles on the odometer, whichever occurs first. Unfortunately, there was a clerical error stating the contract would expire at ******* miles which is an additional ****** miles above what the vehicle had when it sold (******). This extended service contract expires when the odometer reaches ******, not when an additional ****** miles is put on the vehicle. Our General Manager has reached out and connected with ******************, we are in the process of gathering quotes for the work needed on her vehicle and we will help with the repairs once those estimates have been received.

  Customer response

  02/07/2023

   
  Complaint: 18884348
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

• Initial Complaint

  12/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a truck from them a little over a year ago already been worked on 3 times now has to get worked on again. With the price of the truck and all the money put into working onto it we could of bought something brand new. This place is garbage. I've bought 2 cars from carhop in the past and didn't even have to have them worked on as much as getting a vehicle from this place. They did pay for the last repair aftet complaining. I just want others to steer clear of wasting your money.

  Business response

  01/03/2023

  We spoke with the sales managers and our customer care team. We have no knowledge of any work needed to be done on this truck.

  We would like to ask ****************** to reach out to our customer care team to get more information about the vehicle issues.

  Please call ************** or email ****************************

  Thank you.

   

• Initial Complaint

  11/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I just filled a complaint with you guys & the main picture I have to show my evidence was never included in my ************* guys closed the complaint so had to file again. But once again I put 2 down payments on a truck, one was the amount of $500, the second one was for $2000, & was not given credit for the $2000 deposit & then they charged me for $549 for the Anti-theft aftermarket that was never messed with or anything done to & never agreed upon or descussed with me! The paperwork that I signed was all done digitally on a little pad why the Financial guy was ******* through just saying sign here & since I was paying cash I didn't really think much off it & could not see the computer & never seen the documents that were signed & the registration that was all put in a packet & in glovebox when they brought me the *********** didn't look them over for about a week & instantly started emailing & calling them about the problem but was quickly brushed off & ignored. I did receive with my title a check for $96 dollars or something that they over charged me for the licensing fees. But never the $2000.00 deposit or ever talked to about why I was billed the $549.00 for anything to do with the Anti-theft system since there was nothing wrong with it when I test drove it and it had 2 sets of ********** fobs to the factory *************** that needed to be done to the Anti-theft and there was NOTHING CHANGED OR DONE to the Anti-theft to charge me the $549.00 that I was and paperwork hidden from me & not allowed to see what I was signing in itself constitutes FRAUD for Non disclosure & not meeting of the minds! And in the last complaint I filed Northwest Motorsports claims to have a check written for the amount of $15,584.00 but never showed proof and I want a copy of it If they are claiming so. So once again I'm including 3 documents in this complaint 3 pictures, the ************** of $17,584.00, and the 2 reciepts to show the $500.00 deposit and the $2000.00 deposit.

  Business response

  11/23/2022

  Once again, we attached all the paperwork that is relevant to this claim. Also attached is the check for $15,584.90 on page 6 of the attachment.
  We asked **************** for a copy of the transactions and a copy of the check we cashed from his bank. We cannot look further into this issue without that information.

  A copy of the original paperwork was all given to **************** upon purchase. The anti-theft system was already installed on the vehicle and nothing further had to be done. 

  
  Thank you. 

*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. ↩