ComplaintsforKarma of Westfield

• Initial Complaint

  12/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Saturday, November 4th, I came to Karma Westfield to purchase a car and brought my mother along. We drove approximately 3.5 hours to get there. I came with the blue 2019 ***** Civic Hatchback in mind, but after realizing that the credit application was not approved, ******, my sales representative suggested the black 2021 ***** Civic Sport. This vehicle was listed online at $16,900. We then test-drove the vehicle with ****** and heard a noise from the rear. ****** stated that it could be the tire pressure since the indicator warning on the dash showed that the pressure was low. We got back to the dealership and I pointed out some exterior scratches on the vehicle. My mom also pointed out some bad scratches on the rims and gashes in the tires. We pointed it out to ****** and he said that if we brought the car back on another day, we could get it taken care of. One of the rougher areas was under the door handles. That was corrected on the day of purchase. We were told that everything else would have to be corrected on another day. Once I agreed to purchase the vehicle, we had to wait before visiting the finance department.When we were called back, we began to electronically sign the paperwork because my mother was co-signing with me. The price of the vehicle was listed as $20,280. When we questioned this amount as it was different than the original $16,900 that was shown to us on the website, it was explained to us that the online posted price was after a 20% down payment. We put $3,000 down on the vehicle. We were given a free customer care kit as a courtesy for the time we had spent. After the electronic paperwork was complete, I was given a *** with all loaded information and we left with the car.Once I drove away, I could still hear the noise from the rear. I called the dealership on November 20th after I had some travel for work the week before, and expressed that I wanted to schedule the time to come back to ** and fix the issues that I brought up the day of purchase that could not be completed on that day. I spoke with ****** who said that I should text him with any issues and we could schedule a date to get it fixed. I did so and texted the list with photo evidence. ****** responded and said he had to "bring it to his manager" and afterward, he said that the manager approved it, but the scratches would be a "2-day job" to fix. I agreed and stated that I would stay at an Air BnB while the work was being completed.I returned to ** on Monday, November 27th. I dropped the car off that afternoon and ******* asked me when I needed it back. I said that I only reserved the Air BnB for one night and would need to leave the next day. We agreed and they shuttled me to my lodging. The next day, I called at 3:47 pm asking when the car would be done since I had not heard anything all day. They said that it would be ready by 6:30 pm. I then extended my stay an extra night because of the late pick-up time. The total cost of the Air BnB stay was $351.29. The next morning, Wednesday, November 29th, I took an Uber back to the dealership, totaling $24.99.When I arrived, I noticed that my car still had all preexisting scratches on the body as well as the rims and gashes in the tires. I asked ******* why this was and he said that because I have the "Tire and Wheel Package" from when I purchased the vehicle, I could take it to a dealer near me and get it fixed for free. If they were to fix it, they would have to charge me. I asked about the scratches and he said that "****** should not have told me that they would take care of that" and that "if I had any questions about the state of the vehicle, I should have asked (him) or *******". He also explained that ****** is new to the sales representative position. This is not an excuse for not delivering what was promised. I then drove away and heard the same sound, except it was coming from the front of the car. I drove back to the dealership and ******* insisted that the noise was coming from the tires and that it was part of the wheel and tire package so they can't do anything about it unless they charge me. Essentially, I spent 3 days in ** just to have my tires rotated and my key battery changed. I asked ******* for a receipt/record of what was done on my car. He said he would email it to me. He never did.On November 30th, I took my car to my local ***** dealer at ******* in *********, **. Considering I had been informed of the supposed "Wheel and Tire Package", I was under the impression that the needed services would be provided for free. When I asked the ***** Service Representative about it, we said that nothing was indicating that I had this package. The ***** dealership still inspected my vehicle and said that the sound was coming from uneven wear of the tires. As a courtesy, they completed the inspection for free which should have cost me approximately $160.00, and gave me a complimentary car wash. I called Karma afterward and it was explained to me that the package did not activate until 30 days after the purchase of the vehicle. My first car payment was due on December 4th, but I prefer to pay my bills on the 1st of each month. I downloaded the *********** app where I could pay my first installment and the principal balance was showing up as $31,861.08. I plugged in the *** with the paperwork into my laptop to see that it showed a completely different price on the vehicle than what I signed in the store on the day of purchase. I also found no information on a "Tire and Wheel" package. It was after closing hours when I found that, so I called the next morning, December 2nd at 11:15 am to ask why the principal was showing up as over 10k more than the price of the vehicle. I was told that the finance representative, *******, was busy and would call me back. I called again at 12:21 pm and was met with the same response. I called again at 5:42 pm and finally reached her. She said she would check the paperwork and call me back on the next business day, which was December 4th, the day it was due. I called on December 4th and was told that she was busy again. I paid the first payment of $690.85 on that day. I called again on December 5th at 10:44 am and was told that she was busy again. I still have not received a response from her. I took that opportunity to ask the receptionist when my tags were coming in since I was told they would be shipped to me in the mail. My temporary tags expired on December 3rd. She said they had not received them at the dealership yet and could not issue me new temp tags because my actual tags were already in processing. I have been driving on expired tags for 16 days now, the principal of my loan is almost $10k more than agreed upon, and the services promised to me were not complete at more than a $400 cost to myself in taking the trip to get it done including transportation and lodging. This is unacceptable and I expect to be contacted immediately with a proper solution that involves all promised services, the correct price of the vehicle being charged, and my vehicle tags. Every time I've had an issue, I've had to contact the dealership myself. Email correspondence is preferred.

  Business response

  01/13/2024

  Hello Ms. **************** you for taking the time to contact us about your experience at our dealership! We do value your experience and would like to communicate with you regarding any misconceptions. I did go ahead and personally reach out to you regarding your license plates, and were glad we were able to get those to you. Regarding your principal balance, **************** mentioned to me that they had attempted to contact you a few times since our first discussion on January 5th. When you have time, please give us a call at **************.
  Thank you!
  
  

• Initial Complaint

  06/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Purchase a vehicle (2020 ****** WRX STI)through Aston ****** ****** ********** (January 25, 2022) after talking to the representatives was sent to Karma of Westfield to finish paperwork. Car was described to be fully functional no problems just came off the lease. After doing the walk over of the car and seeing damages they took off a couple hundred. Purchased an extended warranty through the company. Took 3 1/2 months for plates to be shipped in because karma of Westfield didnt fill out a form once I received my plates I took my car to get serviced and The ****** dealership informed me that my car had many internal issues ranging from engine and transmission mounts to aftermarket parts. A multipoint inspection was done on the vehicle informing me of all the potential hazardous issues, I was informed of how incredibly dangerous it was to be driving the vehicle. I called Aston ****** and they were incredibly disrespectful to me over the phone claiming that it was entirely my fault and that they wouldnt ruin their reputation by selling me garbage and laughing about the issues I was bringing to their attention. After many harsh words and accusations were thrown around, we set up an appointment for my car to be seen. Once I arrive for the appointment they were belittling me and continuing to make accusations of the issues being my fault, They were flipping through the multipoint inspection as if it was illegitimate. They were refusing to work on my car even though the car came with these issues and the car is under warranty. They agreed to replace little things such as my fender clips and heat shield (cheap parts). Ive only had the car six months still under warranty the engine is knocking, unknown noises from every inch of the vehicle. The vehicle is a 2020 with only ****** miles. *** a Carfax of the vehicle through dealership Carfax found out the car has had issues since 2019.

  Business response

  07/27/2022

  This email is in reference to ************************* she purchased a ****** from **  that she could NOT drive because it was a ****** transmission her family even told he not to buy it after some time she went get an oil change at a ****** dealer that overfilled the engine oil and then after that she complained about an engine noise the ****** dealer informed her that the car had after market parts which we verified that they where all ****** Oem parts we asked the dealer to put it in writnting that they were aftermarket parts and they would noit I will gldaly take the car in on trade and try to give her the most we can we always take care of the customer if you need to cal l me please reach me at ************ thanks 

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