ComplaintsforRight Way Sales and Service

• Initial Complaint

  04/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Was financed a car that broke the very first week of owning it , it has been to rightway almost every single month for the problem with no resolution, I keep paying deductibles on a problem that is never fixed while still being expected to make the bi-weekly car payments. They will not actually solve the problem but still want me to keep giving them money for repairs that do nothing. The managers only solution is to give her more money!! FOR ANOTHER CAR instead of fixing the problem on the car that has been broken since I got it

  

  Business response

  04/26/2024

  ******, when you wrecked your car and filed an insurance claim, the money that your insurance company paid you was supposed to be used to fix the damages, or per your contract, was supposed to be applied to your auto loan, or to be used as a down payment to get you traded out. But because you spent the money on other things, with all of the damage that was not fixed with that money, we won't be able to do much with the vehicle when taking it in as a trade. We have also been pretty fair with getting you a loaner car when you have asked for one while trying to get the mechanical issues fixed. We have covered all repair costs with the exception of $210.00 (this includes deductibles you have paid). All the invoices are available to verify this. The reason your car is in this time is for wiring issues, we were going to work it out with you on those charges. I am thinking maybe we should discuss a hold harmless and part ways at this point. I did call and leave you a voicemail to discuss this please call me back when you have a chance.  

  Customer response

  04/30/2024

  Complaint: ********
  
  I am rejecting this response because:
  
  This has been a continuous issue since the very FIRST week I got the car , the car has been in and out of service multiple times with no actual repair , when I went to drop off my car, I was informed that the car may never be fixed, which is when I decided to go ahead and file a complaint, because I am financed on this car for the next couple years, and cannot even rely on it since the very first week I had it it is now affecting my job and my child’s therapy. As you stated, the vehicle had no value to you if traded in, so I am having a hard time understanding why you would need the money for the damages on top of it if the car is no value to you Due to being unable to be repaired? When it was sold to me unable to be repaired . Also, there is some sort of miscommunication because some days I hear that the issue cannot be replicated but also when I have picked up my car previous times from being in service they tell me they were able to re-create the issue issue and found no power to the starter?I was only offered a rental after completely losing it in service and having him scream at me telling me to take my business elsewhere, The service manager did come out and handle that though. I feel as though the situation has been handled completely poorly, and I am the one paying the consequence as my car is constantly in and out of the shop picks and chooses the days it’s going to decide to start and I can get to work and my son can get to school and therapy I am at a point I am exhausted and the car needs to be fixed . I pay almost $500 a month for a car that only starts some days and other times will shut off while I am driving at this point the car is a hazard that I’m paying for. if it is unfixable, there needs to be a better solution than giving you more money if the car has no value as it would be a hazard to try and resell. 

  
  
  Regards,
  
  ****** ****** 

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  04/14/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a vehicle from right way sales and service on lomas in albq. nm in november 2022 . I have been current on my payments up until about a month ago i fell behind. 3 days ago a tow truck came to get my car for repo but he and i had come to an agreement that i would go to right way and pay my balance in the morning , the next morning i came to get my girlfriend to go down to right way to pay my balance of 750 to get caught up, and when walking out to the car someone was inside the car and drove off with it from right way. i called right way and spoke to ray and said we had an agreement that i would come down today and pay my balance in arrears of 750 he refused my payment and told me that I would not get my car back and i had to pay the amount totaling 16,000 to get my car back. that is not in our contract, i have called a total of 5 times in the past 3 days trying to resolve the issue and to no avail have gotten no where. if right way wants to void the contract we agreed upon and keep the vehicle that i have paid out of pocket almost 3800 for down payment , registration , title, and payments then im requesting my money back to void the contract. if they do not want to pay me my money back then i will file a suit for breach of contract. this is bad business and I believe this to be illegal on right way per contract law, and according to the new house bill 132 the interest rate would be changed as well from 175% to 36% and the fact that I am making a voluntary effort to revive the contract with payment in full of arrears owed, and that I had already made a verbal agreement the day prior to come in and pay the balance owed to get caught up on my contract and then again violating a verbal contract by taking the car before i could pay like we had agreed upon.

  

  Business response

  04/20/2023

  This letter is in response to a complaint filed by ***** ****** ** ********.
  
  ***** ****** purchased a 2012 Scion TC from out dealership Right Way Sales and Service on 11/17/2022. At the time of purchase *** ****** put a down payment of $450 with 3 remaining deferred down payments in the amount of $300 due 11/25/2022, $350 due 12/02/2022 and one final payment of $200 due on 12/09/2022 with his first contractual payment being due 12/16/2023. *** ****** was past due on all 3 deferred down payments (see attached payment history). *** ****** first contractual payment was received 18 days late and all following payments were made later than the date due up until the time of repossession.   The last payment we received from *** ****** was received on February 27, 2023 in the amount of $482.00. This payment was 17 days late and paid his account up to 3/10/23.
  After *** ****** account came due on 3/10/2023 we made 27 attempts to contact him. All attempts consisted of calls to the phone # he provided along with text messages and emails. All these attempts went unanswered. On March 28th 2023 *** ******’ vehicle was disable due to non payment/contact. On March 29th *** ****** removed his GPS tracking device.  Removing the device allowed *** ****** to operate the vehicle while remaining past due. On November 17, 2022 *** ****** signed a GPS disclosure form acknowledging he was not to tamper/disconnect the GPS unit. (See attached form). The notification of disconnect from the GPS provider is attached.
  After numerous failed attempts to contact *** ****** his vehicle was assigned for repossession on April 11, 2023. The repo agent made contact with *** ****** later that day. During his attempt to repossess the vehicle *** ****** refused to surrender the vehicle while remaining inside the vehicle. His girlfriend then drove off in the car. *** ****** informed the agent he would be reaching out to me to get his account current first thing in the morning of April 12th. After having no contact with the customer the agent was sent back to *** ******’ home the afternoon of April 12th.  The agent was able to repossess the vehicle at that time. At the time of repossession *** ****** account was 33 days past due with no contact with him since February 23, 2023 via email.  From the time up purchase up until the date of repossession *** ****** paid a total of $1782.82 none of which is refundable. *** ****** did attempt to contact us after the repossession to make payment arrangements at which time he was informed that a Notice of Intent to Sell Repossessed Motor Vehicle form was mailed to the address he provided. In accordance with the letter *** ****** was informed he had 10 days to pay the total balance of the loan to redeem the vehicle. (see attached form)
  *** ****** was given many opportunities to get his account current. His failure to pay and lack of communication is the reason for the repossession.  Our collection department did conduct a closing interview with *** ****** during which time he initialed and signed the interview form which stated he understood our requirement to pay on time or be subject to repossession. (see attached form)
  Right Way Sales and Service has built a reputation for providing quality vehicle to customers who may be turned down at other dealerships in our community. It is unfortunate that we were not able to continue business with *** ****** but do wish him well in any future purchases he may make.
  

  Customer response

  04/27/2023

  Complaint: ********
  I am rejecting this response because:
  First of all they said i put down 450$ and that is not true i put 500$ down and according to my credit report i have paid on time every month. I was also told that the lien holder or the bank on my account was U DRIVE ACCEPTANCE CORP and when i called them to make payment arrangments they told me they were not my lien holder and that they were a sister company whatever that means... I was also informed that they broke 2 federal laws right off the bat, by having me come out of pocket with a down payment also that i was paying more then what the finance charge was... According to 15 U.S.C 1605 Definition of Finance charge is " THE SUM OF ALL CHARGES".. The finance charge is defined by Federal Law written by congress as " THE SUM OF ALL CHARGES" so why did i have to pay out of pocket if i was financed with the total..?? They also broke the law by coming to my place of employment and telling my boss all about my loan and how late i was and then after having a verbal agreement to pay the next day they came for my car at 11:20 and i recieved an email the same day at 11:30 wanting me to contact them about my account but he broke the verbal aggrement we had and had someone sneak into my pace of employment and getting in the car and taking it before i could get there to pay since they open at 9 and were at my employment at 11:20 they had no right to slander my name and talk about my account with someone who was not on the loan was not part of the loan or part of my refrences oe my residence ... They also denied my payment of 750$ 5 times to get caught up on my account... I also asked them to produce the original contract they could not even respond to me. They are also anti-evading as per HOUSE BILL 132 as being the SELLER, the BANK, and SERVICE... They also demanded that i signed for my property before they even gave me my personal belongings and after going thru my belongings they took my personal and my buisness phone the paperwork i had sent to my lawyer and and the 750$ i had that i was going to pay my car with..  They also gave me the run around when i asked for my struts to be fixed that they knew were bad when i got the car that they had me pay for a service contract that specified that area of service needed...They also have me in the public and private at the same time and by law the public and private cant mix by having my name in ALL CAPS on my paperwork and on the same contract they have me in LOWER CASE.. I am in the process of my UCC-1 filing, so with that said i would like MY CAR back or of equal value and if they dont want to accept then i believe this is putting them on notice and going into Arbatrate with them...Regards,   ***** *****

  

  Business response

  05/11/2023

  I am rejecting the agreement *** ****** has offered. We did everything within the law and went above and beyond to keep *** ****** in his car and his loan obligations on track. 

  Customer response

  05/11/2023

  Complaint: ********
  I am rejecting this response because: They didnt do anything to help me stay in my car or my loan... As a mater of fact they did just the opposite they gave me a loan that was structured to have me fail... They told me that i needed to get a thing called GAP insurance that i found out to b false i didnt need to get that and that was 800 that they added to the price of the car they also knew that the car needed struts before i bought it and they told me i needed to also get a service contract that was made specificly for that area of the vehicle and that was another added expence that they added to the price... Then they violated NM Stat 37-1-16 Chapter 37 Limitation of Action Abatement and Revivor Article 1 Limitations of Actions Sec 37-1-16 Revival of cause of action (2020) that states " cause of action founded upon contract shall be revived by making any of partial or installment payment thereon or by admission that the debt is unpaid as well as by a new promise to pay the same."... I offered to get caught up not with a partial but the full amount i was behind and that was 750$. So no they didnt do everything to keep me in my car, they also structured the loan to have me fail by giving me such a high interest rate and have me come up with more down payment then we had agreed upon before signing the contract, and by having me pay every two weeks... I can keep going and this will b an open and shut case in court that im getting ready to start. I have lost more then just my car i lost my girlfriend due to them going to her house to pick the car up when she was not part of the loan in any way not even as a reference, i also lost my job due to not having a way to get to work... I think they are not only a predatory dealership they have a monolopy going where they not only are the dealership but they are also the bank and also take care of the service side ONE PERSON is the PRESIDENT of all 3 companies that come out of Sioux City IA and that is Brian Berkenpas he is the Pres for the company ABQ, INC dba RIGHT WAY SALES and SERVICE also U DRIVE ACCEPTANCE CORP who is the lienholder on the vehicle... They are giving out high intrest loans to high risk customers who have a low credit score like myself and making it seem like they are there to help me and misrepresenting the cost of credit and leading many borrowers like myself and subjecting us to aggressive debt collection tactics on the loans its own system predicts that the borrower wont and cant afford to repay companies like RIGHT WAY and U DRIVE ACCEPTANCE are tricking us and misleading us into a path of financial ruin by putting people like myself and many others into these high interest, unaffordable auto loans to increase their profit all why hurting the very people they say they are trying to help and who they call fellow New Mexicans and may be neighboors with... I am also going to get them for Harassment, for not only going to my place of employment, but also calling my dad multipal times and telling my girlfriend all about my loan and how i was deliquent and that he also told her that if i didnt turn the car in they would get it any way possible even if they had to pick it up while i was at the store... I am asking for the help of the BBB to help resolve this matter and it dont seem like they are doing anything but sending my msg to the company which i could do myself, i would like to resolve this matter by either putting me into another car and no down payment and payments of once a month and at 350$ a month or 15,000$ for the money i had into the car already plus the 750$ that was stolen from the car that i was going to use to get caught up and my girlfriends Moto G Stylus 5G, my S22 and the 2 tablets one Galaxy tab and an Alcatel Joy 2... If the BBB wont help me i know the CFPB will and they just finished a case just like this and awarded the customer a lot more then what i asking for... I just want to b able to get back to work and back on my feet and would love to handle this outside of court and like adults..

• Initial Complaint

  11/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In May 2021 I bought a 2012 Mazda 3 2 months down the road I had a blowout on the freeway and when I went to look for the spare tire there's no wheel there's no tire there's no Jack there's a can of slime I had to be I had to wait there for 3 hours awaiting a tow truck on a busy freeway making quite a safety hazard I don't know what they're doing with all of the wheels but I called the company and they referred me to some lady up front she said that her car that she bought there also came with no spare tire so are they taking the spare tires out of every car and selling them or are the employees and stealing from the customers this is a safety hazard that should be addressed just like if they gave you a car with no windshield wiper blades you wouldn't notice it until the first rain they tell you a car is good and ready to go and ready to drive it should have a spare tire. I wrote a complaint earlier but it went to the wrong right way spelled r i t e way and they had no knowledge of my purchase I'm sorry about the confusion this right way is spelled with r i g h t and it's in Albuquerque New Mexico 7800 lomas boulevard Northeast.

  

  Business response

  11/22/2021

  *******, I am extremely sorry hearing about the bad experience you had on the freeway. It seems more and more cars we get in have inflator kits other than spare tires. Most of the manufactures have gone to no spare tire as well.  I can't help with the bad experience in the past but if you would like to me to order a spare tire with jack & tools for your car I would be more than happy to at no cost to you. I do not want nor like to have unhappy customers for any reason. If you would like a spare tire kit let me know and I will reach out to you when it has arrived.

   

  Thank you

  Customer response

  11/24/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that if they do replace the tire, wheel, and Jack/tools, then this resolution is satisfactory to me.
  
  Regards,
  
  ******* *******

*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. ↩