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Complaint Details
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Initial Complaint
12/27/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I purchased an 2019 ********** Tiguan and withing a weeks my car was having mechanical issues I advised RightWay about these issues they sent me to an auto repairs shop they couldnt help me and told me reschedule now here we are a month later and my vehicle is still not fixed with no eta of when it will be they put me into an loan after I had to go off very bad now the loaner car is having issues from the windows wippers to the way it drives they are disregarding everything Im saying as if my safety as well as my child safety doesnt matter
Business response
01/06/2025
Ms. ********** did have have mechanical issues with her vehicle. We directed her to a trusted service facility where they found the vehicle needed an engine. They submitted the engine replacement to the warranty company and it was approved. We are hoping the vehicle is completed this week.
In regards to a loaner vehicle we did provide Ms. ********** with one of our lot rental cars. She is also welcome to get a rental car from Enterprise or another company and get reimbursed by the warranty company.
We do ask that Ms. ********** treat our staff with respect. There has been multiple issues with her being unprofessional with our staff by yelling and swearing.
Sincerley,
**** *******
Regional Manager
Rightway Auto Sales
Customer response
01/06/2025
[A default letter is provided here which indicates your rejection of the business's response.
my serious concerns regarding the mechanical issues I have encountered with my vehicle, which I purchased from Right Way. These problems began just seven days after the acquisition of the car. I promptly informed the dealership about the issues; however, I was repeatedly directed to the same repair shop on multiple occasions without any effective resolution.After multiple visits to various repair facilities, my vehicle was finally diagnosed after three weeks without proper mobility. It is disconcerting that it took considerable effort on my part to have the vehicle transferred to a more competent repair shop. Since the inception of this issue, my familyincluding my toddlerhas faced significant risks to our safety, which is utterly unacceptable.Furthermore, I have been compelled to incur additional expenses for rental vehicles due to the negligence exhibited by Right Way. This situation has not only compromised my safety but has also placed a financial burden on me. I have been informed in various discussions that the dealership does not prioritize handling the repercussions of their negligence, nor do they demonstrate adequate concern for the safety of their customers.Moreover, I have requested proof of the pre-purchase inspection conducted by the dealership on my vehicle, but my requests have been denied. This raises serious concerns about the integrity of their inspection processes and transparency with customers.Having had this vehicle for merely two months and only being able to utilize it effectively for a few weeks, I experienced a critical failure while driving in heavy traffic with my child present. I believe it is reasonable to seek compensation for the substantial inconvenience this situation has caused, as it has severely impacted my ability to work and support my family. I find the unprofessionalism exhibited by this dealership to be deeply troubling and indicative of a broader systemic issue within their operations.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
[You must provide details of why you are not satisfied with this resolution. Please type details here:]
Regards,
****** **********Business response
01/07/2025
Please refer to previous response.Initial Complaint
12/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought a vehicle from RightWay. I had the vehicle a little less than a week. I noticed the truck exhaust was loud and it was shifting funny. I notified the dealership immediately. I was told to make an appointment with a repair shop that they chose. I dropped my truck off at the repair shop on the scheduled date and time. After 6 days I decided to reach out to the repair shop. They informed me that the truck needed a new transmission and the truck was no longer at there shop. I then called the dealership and asked where the truck was. They informed me it was at another repair shop. I was not notified of this at all. Its alarming to me that they are moving my vehicle around to different locations and not notifying me as the owner of this vehicle. I asked them way they did this, they stated that this repair shop would not put a used transmission in and a new one was to expensive. The singed agreement states in the dealer warranty (6 months-***** mile warranty) that this is covered. They now have had my truck for well over two weeks. I stopped in at the repair shop today and still no work has been authorized from RightWay. I just want my truck repaired.Business response
01/06/2025
*** **** did have some issues shortly after delivery, unfortunately there is no way of knowing what may break down on a used vehicle over time. However due to the timing we are covering the repairs at no cost to *** ****.
Thanks,
*** *******
District Manager
Rightway Auto Sales
Initial Complaint
11/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My wife and I purchased a vehicle from them and we're told it was the only vehicle we could get. The price they sold it to us for was 19k, we found a price tag of 14k in it after buying. We told them about severe suspension issues on the vehicle within a few days of buying it. They set us up an appointment to get it looked at, we couldn't make that appointment (son got sick) so we rescheduled for a week later (the soonest available time). They gave us a loaner car on Saturday with the agreement they would drop off our car we purchased from them at a repair shop to be looked at and repaired. Monday morning rolls around and they call and tell my wife and I they won't take it to the shop, there's nothing wrong with the car and to bring the loaner back. I called and was yelled at first, I did some yelling back and they threatened to call the police (wildly without any reason) A corporate person reached out and was rude eto my wife and said they won't communicate with me anymore. I am the primary loan holder. They are insanely rude and incompetent. I want this vehicle fixed as according to our warranty we purchased or to be refunded our money.Business response
12/09/2024
We are aware of the issues Mr. ****** had shortly after sale and have setup multiple appointments for him to get it diagnosed at a service facility. He has "no showed" multiple times.
We'd like to assess the issue and potentially assist, but we need Mr. ****** to take the vehicle to a service facility so we can diagnose.
No one on our end was rude to his wife, but we did communicate with her due to Mr. ****** missing appointments and not answering our calls. There is nothing we can do if Mr. ****** continues to be uncooperative.
Sincerely,
**** White
Regional Manager
Initial Complaint
11/11/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
When I purchased my car a yr ago it was attached with a verbal promise by the salesman Dakota that in 6 months my $620 car payment will get lowered to just about half..unfortunately when I went back Dakota went to the Midland branch but they said to me " he promised that alot" and did NOTHING for me! I purchased the car with understanding my payments would get lowered in 6 months, I could swing 6 months,now I'm stuck & I owe too much for my bank to refinance ( I tried today ) I was lied to & tricked for the salesmans personal commission & now in threat of them taking my car!Business response
11/12/2024
We have spoken to Ms. ***** and cleared up any confusion regarding refinancing. A customer can attempt to refinance at any time after delivery but there are too many factors for us to ever promise something like that nor does it say that in her contract. We do not refinance and it would have to be handled directly with the banks.
Typically we can trade a customer out of their vehicle after ***** months, please have Ms. ***** reach out to us if she'd like to look at trading in her vehicle.
Sincerely,
**** ********
District Manager
Rightway Auto Sales
Customer response
11/12/2024
[A default letter is provided here which indicates your rejection of the business's response.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
[You must provide details of why you are not satisfied with this resolution. Please type details here:]
Regards,
**** *****Initial Complaint
11/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I just bought escape I tried to get warranty to pay for barring and a control arm and tie rods and would not cover it awful place to buy a SUVBusiness response
11/12/2024
Unfortunately there's no telling what may break on a used vehicle over time, we do make every effort to deliver the best product possible. We provide a 6 month or ***** mile warranty at no cost to the customer and also safety inspect every vehicle prior to delivery. It appears Mr. ******* is outside of his warranty by time.
We are reaching out to Mr. ******* to assist with getting reduced rates from one of our trusted service vendors.
Initial Complaint
11/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
When purchasing the vehicle I was given a Experian car fax, which was no a legitimate car fax. Was told vehicle was never invoked in an accident. When the real car fax was done showed the vehicle had been in multiple accident and the general dicriat manager would not fix this. When brought to the garage he told me is was there problem and not rights ways.Business response
11/13/2024
RightWay Auto Sales takes customer satisfaction very seriously. That is why we have every vehicle safety inspected by a repair facility prior to making it available for sale. Its also why we provide every customer with an independent 6 month or ***** mile warranty at no cost to the customer. Mr. **** was also given ample time to test drive and inspect the vehicle prior to purchase.
Mr. **** was provided an AutoCheck vehicle history report prior to purchase, there is nothing fake about an AutoCheck report in fact we find that typically they are more detailed than CarFax who is one of their competitors. AutoCheck and Carfax both pull their vehicle history information from third parties, so they are at their mercy when it comes to accuracy. *************** is perfect and we do find errors from time to time.
We are aware of Mr. ***** complaint and its important to note that he was also in an accident with the vehicle. Weve had his car fixed and painted and provided rentals during that period. Any further damage would be his responsibility going forward.
Sincerely,
****** *****
Sales Manager
Rightway Auto Sales.Initial Complaint
11/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Well I bought a ********************************************************************************************************** 180 dollars and a week after that my starter went on it that costed ************************************************************************************************************************************************************************* my life I had so much problems with a car it only has ****** miles on it and its broke down with no money too fix it Im fully disabled and I dont get very much money after I at ******************************************************************************************** look at what was for sale I feel I was giving a lemon a being ripped off please help me on this matterBusiness response
11/12/2024
We were aware of the starter issue that Mr. ***** had 2 months after delivery which we split the cost with him. However, we were unaware of the recent issues and it sounds like those should be covered under the extended service contract Mr. ***** purchased.
We are reaching out to him now to assist.
Sincerely,
**** *****
Sales Manager
Rightway Auto Sales
Initial Complaint
10/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The date of sell was 10/14/2024 I paid them $700 for the down payment and $250 for insurance. They have been hounding me nonstop due to the fact my daughter being the only legal driver since shes the only one with a license. I disclosed this to them that she will be driving until I get my license. They have told me theyve been tracking the car since I got it and it havent been parked outside my home long enough. Ive explained to them that I have to wait til I get a parking pass from my landlord or the car will get towed if parked over night so my daughter takes it to a family member house to park it over night. I havent even had one payment yet. Now theyre saying its a straw purchase when that cant be the case because Im responsible for the payments solely on my own. They said that its illegal for anyone to drive my car if its not me even if theyre on the insurance due to me paying a loan. I feel this car dealership is fraudulently trying to repo my car and I havent even had my first payment due when I disclosed everything to them before they signed over the car to me. So if I did a straw purchase wouldnt that mean they knew lawfully that they were selling a car illegally since I told them my child will be driving until I can?Business response
11/25/2024
Ms. **** came to our dealership looking for a vehicle and assistance with financing, we were able to secure a conditional approval for her and she decided to purchase the vehicle. ********************** was unable to fulfill the conditions of that approval, we have unwound her purchase and provided her with a full refund. We apologize for any confusion.
Sincereley,
**** *******
Regional Manager
Rightway Auto Sales
Initial Complaint
10/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Me and my grandmother came in to get me a vehicle on 9/20/2024 we ended up getting a 2016 jeep Cherokee it was a hot day when we test drove the car a week later the weather started dropping the heat only works on the driver side and the tire light kept popping on and it was driving like it dosent speed up when hitting the gas i came back to the dealer and expressed my problems and she told me it was nothing she can do about it! they have a 30 day warranty on the desk and she was telling me i have to wait after 30 days to do anything or take it to a place and pay 100$ For them to look at it which i feel like is INSANE for a car i just got! its so much wrong going on hereBusiness response
11/25/2024
Good Afternoon,
The customers vehicle was repaired on 11/12/2024. Last time we spoke to them they were happy and thanked us.
Please let us know if there are any further issues.
Sincerely,
**** *****
Sales Manager
Rightway Auto Sales
Customer response
12/04/2024
[A default letter is provided here which indicates your rejection of the business's response.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
[You must provide details of why you are not satisfied with this resolution. Please type details here:]
Regards,
******* ***Initial Complaint
10/16/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I need a email or letter saying Im not responsible for the vehicle because the bank didnt except my informationBusiness response
10/17/2024
We are hoping to have this resolved today and will be reaching out.
*** ******
Manager
Rightway Auto Sales
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177 total complaints in the last 3 years.
55 complaints closed in the last 12 months.
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