ComplaintsforAuto West

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased this vehicle on 10/17/2023 after running my credit they told me there was only one car on the lot that they could offer me, they said that the deal would only be be valid today with a $380 car note and 10% interest if I came back it would be a $600 car note and 20% interest rate. I test drove the car at the time it did drive pretty well it was a small crack in the windshield but overall seemed as if it was a good car, I asked them if there was other options they told me no my credit was not that good I have never had a car note before and come to find out my credit score was 687. Upon purchase of the vehicle he gave me the warranty and said that I would be covered with all major things as he knew I would be needing it. November 13,2023 my grandmother passed away and the car would not drive at all it I was stuck on the side of the road trying to get to my grandmothers bedside and I called the property and spoke with ************ was crying and hysterical and he said himself he wish he would have taken over the sale because he would have never sold me this car. Come to find out it was the transmission mind you this is one month after buying it they tried to blame this on me and cost $4700. Then around December I had no vehicle due to one of the vacuums being clogged, and again in April of 2024 I am met with more car problems after purchasing from Auto West and this time it is a blown head gasket I have not even had this car 6 months barely and this car is junk they sold me a lemon and they **** well knew at the time what they were doing. They did not offer me anything and I don't care if I have to go to the news to get this resolved I will. This is ridiculous I am paying on a 15k car plus insurance and I cant even get to work to make the payments. ***** is the only honest worker there and I am so glad ****** went to ******. People come to you expecting honesty and to be treated like a human being this is wrong on all levels.

  Business response

  04/25/2024

  
  **Response to Customer Complaint**

  
  To whom it concerns,
  
  Thank you for bringing your concerns to our attention regarding the vehicle you purchased on October 17, 2023. We understand the frustration and inconvenience caused by the issues you have experienced, and we appreciate the opportunity to address your concerns.
  
  At Autowest, we strive to conduct all our vehicle sales with transparency and integrity. As per Michigan law and our dealership policies, the vehicle was sold on an "as-is" basis. This was disclosed at the time of sale, meaning that no warranty was provided by the dealership to cover subsequent mechanical failures, except any express warranties that might have been purchased additionally.
  
  However, we regret to hear about the multiple issues that arose so soon after your purchase and the distress this has caused, especially during such a personal crisis. While our standard policy and Michigan state law limit our ability to provide post-sale repairs or compensation for vehicles sold "as-is" beyond seven months from the date of purchase, we are still committed to assisting our customers wherever possible.
  
  Given the circumstances youve described, here are a few steps we can suggest:
  1. **Vehicle Review**: Although we are unable to cover the cost of repairs, we invite you to bring the vehicle in for a diagnostic review at a reduced rate to assess its current condition. We can provide advice on the most cost-effective solutions or refer you to trusted service providers.
  2. **Review Financing Options**: Understanding the financial burden, we can review the financing terms to see if there is any way to ease the payments during this difficult time.
  3. **Trade-In Evaluation**: We can also evaluate the possibility of trading in your current vehicle for another that *** be more reliable and fit within your budget.
  
  Please contact us directly at ************ to discuss these options further or to schedule a time for a vehicle evaluation. Our goal is to ensure that all our customers feel supported, even in challenging situations.
  
  Thank you once again for reaching out. We look forward to the opportunity to assist you further and hope to find a solution that can help alleviate some of the stress caused by this situation.
  
  Warm regards,
  ****** Miller 
  Customer Relations Manager, **********************
  
  

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got a 2010 *************** limited I havent had the truck a year yet the motor went out I called me **** and told him what was going on he got smart I asked him if there was anyway I can get something else that is equal value of the truck he said thats not going to happen either give me my money back or give me something else I paid 4 hundred and something a month not behind on nothing and I cant get back and forth to work something got to be done or Im going to get my lawyer

  Business response

  04/25/2024

  
  Dear ****************,
  
  Thank you for contacting us regarding your 2010 ************************ We are sorry to hear about the issues you've encountered with the vehicle. At Autowest, we aim to ensure all our customers are satisfied with their purchases, and we understand the importance of reliable transportation.
  
  Given the age and the conditions under which the vehicle was sold, it's important to clarify that the vehicle was purchased "as-is." This means it was sold with all faults known or unknown at the time of sale. Vehicles sold under these conditions do not come with a warranty from the dealership unless a separate third-party service contract was purchased.
  
  However, we appreciate that you rely on your vehicle for daily transportation, and we want to help find a solution that can assist you in moving forward. We would be happy to discuss the possibility of trading in your current vehicle towards the purchase of another vehicle from our inventory. This option may provide a more reliable vehicle that meets your needs and financial situation.
  
  Please contact us at your earliest convenience at ************ to explore this option or to discuss any further questions you might have. We value your business and are committed to assisting you in finding a suitable resolution.
  
  Thank you for bringing this matter to our attention, and we look forward to the opportunity to serve you better.
  
  Warm regards,
  
  Don Miller  
  Customer Relations Manager, **********************
  
  

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My son and I purchased a vehicle thur Auto West back in Feb of this year.It has a 24 month,30,000 mile warranty and a service contract.Ive had this vehicle ****** Murano for approximately 3.5 months.Since the purchase of said vehicle Ive had to take it back numerous times for one issue or another.They sold me a piece of junk more then its well worth,not wanting to honor the warranty.Ive seen many bad reviews on this particular Car Lot.They treat their customers like garbage,there is no truth in anything they say.I had an appointment today to deliver my truck to them,The manager *** was very rude,arguing with my son and myself.Hes very unprofessional and has nothing but bad reports.He told me today that they were not fixing my vehicle.The things that are wrong with it is covered by the service contract we have.They need to be investigated,and personaly Shut Down for all the wrong they are doing to people.I am 55 years old and live monthly check to check.It takes most of my check to pay the payment on this vehicle not to mention Ins.on it.Id at least not have to worry about breaking down.It being in the shop all the time,it has become a problem for me to get back and forth to the Dr ************ I have not to mention the many procedures I am having.Im asking for something to happen to these people for all the wrong they have displayed.Thank you.

  Business response

  06/20/2023

  We are very sorry for you having issues with your vehicle. We never want anyone to have problems, But unfortunately vehicles are unpredictable and sometime break down. We completely understand your frustration wanting to get the vehicle fixed in a timely fashion. however we do not have any control over the warranty company if they will cover something or not as they are the provider.  And also with the vehicle being serviced at a ****** store, again we have no control on how long they take to work on the vehicle. However I do know that most manufactures are having problems producing parts do to supply chain issues, What we can do if you would like, is we can look at trading your vehicle in and getting something different. Again we are very sorry you had an issue, and please understand we would never sell a vehicle to someone that has problems intentionally. And if we could make the warranty cover issues we would. but like I mentioned that is out of our control.  Please let ** know if you would like to talk about trading it in.     

  Customer response

  06/21/2023

   
  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,
  
  *************************

  Customer response

  09/14/2023

   
  Complaint: 20106704
  
  I am rejecting this response because:This is my second time filing a complaint against Miller Auto Group,as a result of them not honoring the warranty I had gotten when I purchased the 2015 ****** ******.My truck has been setting at Elhart Dodge for a few issues that occured when the vehicle was in the parking lot of Auto West.Driving it home the lug nuts came off and I need a whole new assembly as for driving it home after leaving Auto West it ruined my wheel barrings.I have asked several times to get my truck in their shop and they always come back with,"We have a full schedule we can try and get it in next week".Never happend or happens.Thats one reason I had my truck towed to ****** to get it fixed.Well needless to say its not getting fixed as for Auto West doesnt want to pay for the repairs.When the vandilism occured it was in their parking lot.I havent recieved a call back from ****,*** or anyone concerning putting me in a new vehicle as they had stated earlier in their respnse to my last complaint.I am paying on this vehicle that i havent driven but maybe a month since purchasing the said vehicle as for its been in the shop maybe twice at Auto West for the same repairs that were never resolved.And now its setting at ****** ****** with nothing being done to it.I asked Auto West to pay for the repairs and I was told NO.Waiting on a call back from **** the person who runs Auto West and Im still waiting for the call,I never got.
  
  Sincerely,
  
  *************************

• Initial Complaint

  10/20/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a used vehicle from Auto West in *********, **. At there Summer close out sale in Holland, I came across The sale on ******** offering limited amounts of vouchers to lucky consumers. Of course I bought it. I went there with a **** ****** Altima with broken door handles on all four doors and not great credit. I was told to look around but then told what vehicle I could buy and it was only one. It was a previous that day trade in by another customer and hasnt even Been vacuumed or inspected. It did not have a Buyers Guide on it either. No sticker price on the vehicle either. Of course, having crappy credit and anxious to drive away with something nicer than the piece of c*** I came with, I thought the van was great! It was a 2017 Dodge Grand Caravan gt. I test drive it around the block which didnt allow me to get up the rpms at all. And then told to bring it back to the field they were selling in. I got financed and signed paperwork without reading fine print. I was charged optional gap coverage without being asked if I wanted it and charged a whopping $25000 for this van that the value on ****** blue book is only $9544. The paperwork with the final actual retail sale price was thrown to me as I was driving away in the vehicle. Only for me to look at it two weeks later. By the time the vehicle is paid for with the very high interest rate, I will have paid $45000 for a Dodge Grand Caravan.. the sales lady that sold me the van even smoked marijuana with my son while we went to get my $300 cash down payment from an ATM. I am now stuck with a $700 a month payment for this vehicle that the transmission is slipping on. Ima single mother of three on disability. I am ***************!

  Business response

  10/31/2022

  Ms. ****,

  I would be happy to address any and all of your concerns in this matter. First of all thank you for bringing this to our attention, we use a third party staffing company for our offsite events and this is the first that we are hearing of any issues with your purchase. I would like to take a moment to call you and discuss some ways to help you. While we have no control over your interest rates or the term of your loan (Largest contributors to the overall price) there are several things we can do to help, especially if you are having mechanical problems already. I will call you today 10/31/22 to go over some options on helping you with this situation. 
  

  
  

  Customer response

  11/14/2022

   
  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

  06/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We went to purchase a car and to look at many. The business specifically pushed ** towards a **** Fusion that had been sitting on the lot for a while. When we went to test drive it, it didnt even start and the owner quoted, its because its been sitting here a while they jumped the car and we test drove it. It was a nice ride and what seemed to be minor issue with the battery. When we signed papers, we were specifically told they would look at the battery even though they also said it was a new battery. After purchase, we brought it in and no issue was found with the battery. Within a month, the car wouldnt start nearly everyday. We brought this to their attention and they did nothing about it because no warranty. We brought it to another repair shop (out of pocket) and they said there is something draining the battery and until the part comes in, we have to unplug the battery every night so we would be able to start the car every morning. The problem still exists. I recently hit a deer and even though the car is drivable I am unable to drive it because I cannot pop the hood to unplug the battery. Autowest coerces you into buying a car thats been on their lot for sometime to get it off the lot and then does not follow up with any issue after purchase. Until the repairs are done for the damage from the deer, we cannot drive it because we cannot pop the hood to unplug and save the battery. We shouldnt have to unplug the battery every night to drive our car the next day and autowest needs to find a resolution, cancel the contract or find ** another car that works.

  Business response

  05/03/2023

  After reviewing this complaint, the consumers is 100% correct this was an oversight by management, the battery should have been replaced, and we are willing to either replace battery or if the consumer already purchased a new battery we will refund the customer for the cost of the battery. We are very sorry for any inconvenience this has caused. 

• Initial Complaint

  05/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I test drove my car there was no lights or anything on I went in to sign my paperwork they took it across the street to so-called put gas in it for me. When I came outside to leave all the lights were on within two hours the car was shut down not even starting. This is A little bit further than just that buyers remorse paper its not even just the financial issue at this point I didnt even have a chance to pull off the car lot and it was already going crazy I should not have to be stuck with this vehicle whether they figure out the problem or not. What about a lemon law anything. Please contact me I would really like to speak with someone..************

  Business response

  06/05/2022

  We completely understand the customers complaints. We have resolved the matter by canceling the sale which was done the same day as the vehicle not starting. Sorry the late response. If you need anything else please feel free to reach out. 

*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. ↩