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:08/08/2023

  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.

  8/6/2023 I called the ** Group dealership to inquire about a vehicle before I decided to drive 7+ hours to purchase. A salesman answered my call and when I inquired about the history of the vehicle and why the title was branded he told me we would discuss that when I came to the dealership. I responded that I lived far away and would need that information before deciding to come to the dealership. He reluctantly put me on hold to get the information. During the course of telling me the history of the car, he stated multiple times that damage incurred before the title was branded was "superficial so don't worry" and that "A title can be branded just for being stolen." I informed him that I had done my research and knew about salvage title policy, but was curious about the extent of the damage and who repaired it. I proceeded to ask why the price of the vehicle was **** dollars plus over the ***** Blue Book market average; especially considering the title. He informed me "We don't sell cars that way." We spoke back and forth about pricing of a branded title vehicle and he became very frustrated, continuously interrupting me when I spoke and then became audibly angry when I interrupted him to respond. He said " You can't hear me when you speak over me. Clearly you just want to argue about branded vehicles! Not with me you don't! Goodbye." I started to respond " No, I want actual information on this vehicle and its pricing, incl-." The sales manager had ended the call before I could finish. I called immediately back and asked to speak to a manager. The person who answered said " You were just talking to me and I AM the manager. You just want to argue!" I responded " No I didn't, is there a main Manager or perhaps the business owner I can speak to?" He said curtly, " Have a nice day." and again, ended the call.

  Business Response

  Date: 10/29/2024

  Hello, 

   

  Thank you for the complaint in relationship with our sales team. I have personally sat down with the sales gentleman and discussed the issue at hand. We hope to be of service to you for any automotive needs. Please contact me directly at **************************************************** and reference "*** ****" for any issues or concerns! We are excited to meet you in the future and discuss any car we are offering for sale. I practice what I preach and drive a car from this dealership as well as my wife and kids, my parents, brother and sister, friends and neighbors. This dealership commits to a excellent and sensitive inspection process in preparation for the sale of their inventory.

   

  Thank you,

  *** ****

  General Manager.

• Initial Complaint

  Date:06/01/2022

  Type:Service or Repair 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.

  I bought a ****** Impreza from NW Group on March 11 for $11,458. After it died less than a month later, inspection by my local ****** dealership revealed the need for $11,000 in repairs, including structural defects that could have easily been life threatening to myself and other drivers. (The suspension and 3 of the 4 after-market steel rims were so badly damaged as to be no longer round, but ovoid, with damage all throughout the under-carriage on inspection; it also needed a new engine and clutch.) This, despite the fact that the dealership owner had lied directly that the vehicle had "no structural defects" despite "damage" showing on the Carfax. Further research uncovered that the car title had been put through a ******* company that "cleans" titles, that the Carfax had been "cleaned up" to make any and all documentation on the accident/damage unavailable including whether or not the vehicle had been totalled by insurance, and that they had attempted to sell the vehicle in the ******* as well. The behaviors of the dealership staff indicated that they were aware of these issues and desirous of putting all liability onto myself, including slipping an "As Is" Buyers' Guide into my paperwork while leaving the "Dealer Warrantee" Buyers' Guide on the vehicle itself, giving me an outdated Carfax, and requiring me to "sign off" on both the old Carfax AND auction photos of the damaged car (showing only the EXTERIOR damage with NO hint of what was underneath it.) There was also a long delay for an "oil change" upon pickup, although they had 4.5 hours notification of my ETA. They bragged about this being a "clean title"... because it had BEEN cleaned, and was instead a severely damaged vehicle, which they tried to cover up. I sent them a certified letter with exhibits A-R, requesting resolution, which they have ignored. I have now involved the Attorney General **************************** for both ***** and ****** (where the business is registered.) Please help!

  Business Response

  Date: 06/24/2022

  To whom it may concern, 
  Regarding VIN number: *****************, Date of sale: 03-11-2022 
  I appreciate your letter and am sorry to hear of your complaint, I take all complaints with seriousness. My goal is to ensure the clients are happy and this can be seen by and through our client feedback, hard work in what we do and our simplicity to car sales. We encourage all to reach out to us and talk if there are any problems, from day one! 
  Upon receiving the complaint I reviewed the matter with great examination and attention to detail. 
  I will explain what and how this car came to be in possession of the dealership to clear the air since the complaint was misinformed. 
  The vehicle was purchased by NW Group through Copart Auctions (************************). 
  The vehicle, Lot number 38718491,was sold by Copart Auctions on 09-13-2021 (*********, ********** yard #**) as a Donation Vehicle with a Clean and Clear title. The car was bought with a minor cosmeticonly damage to the right front fender and left rear door. The Copa *********** pictures were also given to the client at time of sale to show how exactly the car appeared at the auction when it was purchased. This is done for the sake of full transparency and also what you will find when you do some more research on our company by simply Googling: NW Group Sales. I invite you to do the same, I know whomever is respectfully reading this letter and answer to the complaint will seriously consider buying a car from NW Group as we take a very transparent approach with each and every sale as if I was selling this car to my beloved family member or friends or any person of **************************** or the World and I meant it. This business is my baby and I do greatly care for it .. 
  Upon taking delivery of said vehicle from the Co part Auctions, NW Group replaced a new right front fender and new left rear door and did a visual inspection of the motor, transmission and the entire car as well as a 50 miles test drive to ensure the car runs well and is road worthy. A 4 wheel laser alignment was done to ensure the car drives straight. In addition, my mechanic also connected a computer to read the vehicle live data and any error codes before putting the car for sale. NW Group has fixed, repaired and sold over ***** vehicles' of which a majority are ******** as we are a *******centered dealer. ****** is not new to us and we have had excellent experience with repairs, service and sales of these vehicles. If you want a good burger go to a good burger place. If you want a good ****** go to NW Group, you will not be disappointed. 

  Regarding the Exhibit section (A, B, C, D, E, G, H, I, J, K, L, ********** Q, R) of the complaint except for 
  Exhibit F which is clear and understandable. Please do be so kind as to explain what these exhibits are. 
  I do understand cars, even the best of them, can break down and would be happy to see how we can 
  help with the issues the buyer is facing. However, at time of sale no major issues were found. We are a *******centered dealership and would have found a serious issue before selling the vehicle. 
  Our approach on each sale.: we present a Buyers Guide, Purchase Order and Agreement (**** of sale), 
  condition report disclosure, registration documents (title-work), History report (Carfax-provided), Any "before" photos of when the vehicle was purchased originally. I reviewed each paper we gave the buyer and each document was properly signed. I have added the full "deal jacket" of the deal for your review and understanding how each deal is documented and recorded. We try to be extremely detailed and 
  careful in all of our paperwork. Happy clients equal a happy place for our dealership to exist. 
  Please, please reach out directly to me and I would be happy to have an open dialogue about this 
  complaint. I have nothing to hide and always am ready to help those who are in real trouble especially if you buy a car from NW Group and you are not blessed with it. Just reach out. We unfortunately did not hear from the client after the sale (and received a pleasant package from the ***** Attorney General) and are still interested in making sure, to the best and most reasonable terms, we can assist the buyer. 
  Thank you, 
  ***************************** of NW Group Sales LLC, 4406 
  ************: cell

  Customer Answer

  Date: 06/28/2022

   
  Complaint: 17284160
  
  I am rejecting this response because:

  1. Direct and deliberate mistruths: NW Group Did in fact receive a detailed 2-page letter regarding these circumstances, complete with 18 supporting documents, in an attempt to allow them to make this right, just between tus. O.M. signed for it on 05.04.22 as per **** Certified Mail receipt. Also, the dealership owner deliberately stated that there was "no structural damage" to the vehicle, although significant undercarriage/frame damage was found on inspection after breakdown of the vehicle.

  2. Circumstances of vehicle damage obfuscated by lack of information regarding its source- Carfax has been "cleaned" of any details, and the car was put through ****** Services, a company responsible for "repairing" titles, as their own website states. If dealer wishes to be perfectly transparent, why was this critical life-safety information not provided by a) ******* b) ******* c) the vehicle insurance company, d) the previous vehicle owner, etc.?

  3. I have seen the underside of this vehicle up on a lift. The damage is extensive, far-reaching, and obviously not brand-new. If this vehicle was, in fact, "visually inspected" and test-driven for 50 miles, there is absolutely no way any professional shop or mechanic could have missed all of this. The damage went FAR beyond "minor cosmetic-only damage" and threatened the stability of the vehicle particularly at freeway speeds.

  4. Regarding the sales approach: I was given TWO buyers guides, one of which offered a limited warrantee I was never informed of but the one slipped into my sales packet said "as is". The Carfax was outdated and incomplete, and I was required to sign both the outdated Carfax AND the auction photos, which no car dealership owner that I have spoken with has EVER done or even seen done.

  It is of course possible that this car dealership was in fact a victim as well of the obfuscating circumstances surrounding this damaged vehicle (which was in fact attempted to be sold in ************** by "****************", in ********* with a Yugoslav phone number). If that is the case, then I would gladly take them up on their offer to "help those who are in real trouble," as in fact I am, and "not blessed with [this vehicle]" (rather the opposite). I have taken an over-$11,000 loss on this vehicle and ended up with another $6,000 in costs because of it, and I simply want this made right. I too am a business owner, and fully cognizant of what constitutes good business practice- and what does not- as well as how to take responsibility when something goes badly awry.

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

  Customer Answer

  Date: 09/29/2023

  Hi... I lodged a complaint last year about a ********** car dealership. Much to my chagrin, it turned out that it was my LOCAL dealership that was full of it. And the ***** dealership stayed engaged and worked VERY hard to make things right even when they didn't have to. Is there a way to add a comment to the existing dispute on on their page, and to mark it resolved? I can't find one. Please let me know ASAP; the review does not accurately reflect the situation as I now understand it. Much thanks, ***** (******) ******