ComplaintsforNW Automotive Group

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They never sent the title so I could get hard plates and gave me a dealer plate cuz my temp tag expired I have had the car almost 3 months

  Business response

  06/24/2024

  Hello *****,
  We hope you are reading this message. Your title has already been transferred, but we were unable to get in touch with you. You can go to any DMV office and get a copy. 

  Customer response

  06/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.               I am really just trying to give the car back and shop some where else because after a certain amount of time of not getting the title it is considered salvaged I am pretty sure, I just got the title yesterday that is way over the 45 day time period and the car has a few problems that started like 2 weeks after I bought it so I kinda just want to get rid of it now
  
  Regards,
  
  ***** ******
  

  Business response

  06/27/2024

  Dear Customer,
  We would like to assure you that the vehicle transferred to your name is not salvaged. As indicated on the title you received, it has a clean status.
  We apologize for the delay caused by the auto auction where the vehicle was purchased. Upon being informed of the delay, we promptly contacted your lender, who confirmed they were okay with it.
  If you had informed us of any issues earlier, we would have been happy to take a look at your vehicle to determine the course of action. We regret any issues you may be experiencing with your vehicle, but please be assured that your vehicle is not salvaged. 

  Thank you for your understanding.

  Best regards.

  Customer response

  06/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  I have been wanting to give it back for a month and a half since you guys told me you would call me back in a few days to let me know what was going on with the title and never did that’s why I filed this stuff out like a week or so later I literally just got it on Tuesday 
  Regards,
  
  ***** ******
  

  Business response

  07/05/2024

  Dear Customer,
  We are sorry to hear that you are not satisfied with the response we provided to your complaint and that you are still experiencing issues with your vehicle. We also apologize for the delay caused by the auto auction where the vehicle was purchased. As mentioned earlier, upon learning of the delay, we promptly contacted your lender, who confirmed they were okay with it.
  Regarding the repairs on your vehicle, we were willing to work with you, but you chose to have your car repaired elsewhere, believing it would be cheaper. It would have been helpful if you had informed us that the repairs at the other shop did not work out. We could have had your vehicle brought back and performed the repairs at the low price we previously quoted.
  If you decide to have us perform the repairs, please contact us to set up an appointment.

  Customer response

  07/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  I never got the car repaired?? After I stoped by to get the dealer plates I just decided to report it because I didn’t want to have to deal with this ! Why would you call the lender I am the ones who decision it should have been to say yes or know about the title being delayed and I would have said no! Why would I want you guys working on my car when you guys have been jerking me around for months you guys need to just give me a refund and take the car back and be done
  Regards,
  
  ***** ******
  

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased this vehicle on 3/7/24 and the warranty *** was offered due to the cars being sold as is no warranty. Once all the paper work was finalized and test driving the engine light came on the sales person Dean R****** put on a ***** meter to get the code, it stated it was low voltage, and claimed to put a new battery in .. brought it back light gone, On the drive home engine light came back on, next day took to ******** Dealer, (******) is the car,. they said it was the Crank case Valve needing replace. and other issue. Cost 3200, they called the *** said it did not cover any emission issue, Next day i called dealer explained issue. no response. called *** to cancel i was able to.. but, needed refund for that.. 10days later i follow up *** said NW auto voided the policy the next day after I purchased it.. I just called dealer on 3/21, requesting my refund. spoke to Dean, he claim it takes 30days , Untrue that is *** policy if cancel within 30, Im getting the run around with a #1 a bad vehicle and #2 bad Sale Cust. Service. from Dealer, I just want my Money refunded, 2095.00 plus 25.00 for having to get a Notary to cancel Policy when it was not necessary when they voided. **** **** *** ********** ** ******.###-###-####

  Business response

  04/05/2024

  Dear Customer,
  We sincerely apologize for the delay in getting back to you and for the inconvenience you've experienced with your vehicle. While our *** warranty typically covers a broad range of mechanical issues, there are certain exceptions.
  After thorough investigation, we've discovered that the issue has been resolved. Earlier, we communicated with the representative from BBB and provided our standard procedural response, which typically involves the customer providing us with the mileage on the vehicle to initiate a warranty cancellation. However, upon reviewing your file, we found that a check in the amount of $2095 has already been issued to ******* *** bank on 4/3/2024.
  Regrettably, since the warranty was also financed through the bank along with your loan, we were required to remit the funds directly to your bank, consequently reducing the principal amount due on your loan.
  We sincerely appreciate your patience and understanding throughout this process. Should you have any further questions or concerns, please don't hesitate to reach out to us. Our aim is to provide you with the best possible service and support.
  Once again, we apologize for any inconvenience caused and thank you for your cooperation.

  Customer response

  04/05/2024

  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. 
  
  Regards,
  
  ***** ********
  

• Initial Complaint

  11/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 4th 2023 I purchased a **** **** ******** from NW automotive group on Vine Street in Cincinnati Ohio. We did a test drive everything seemed to look all right. Day after I got home check engine light came on for the thermostat. We changed the thermostat realized that there was copper flakes and the radiator. Thought it was suspicious, but didn't think anything of it. A week later it started leaking oil tremendously because the oil filter housing was bad.October 24th 2023 we realize the fan was on high blast so we decided to get it checked out at the shop. The first shop said it was a blown head gasket and that the engine was filled with stop leak and that it's going to need a whole new engine and that they didn't want to work on it. So we took it to a new place the warranty company said that they wouldn't cover it. We called the dealership dealership accused us of doing it. After further investigation into the dealership I looked at all of their reviews and all of their one-star reviews are people just like me who within five months or even 5 weeks of leaving the lot their car just stops working from several different reasons. I don't believe this company is true. Looking at the responses that the company owner responds to the comments that only have one star he is very disrespectful and has gotten over on a lot of people! I have paperwork from the mechanics. The stop leak was not put in recently. After calling the business several times to see what they could do to make it right we just got disrespected called out of our names and hung up on. I purchased a warranty company through the dealership around $2,000 to $3,000 the deluxe package and in that package it says that they should cover my engine but because of that stop leak they are not covering.

  Business response

  11/14/2023

  Dear customer,

  We are sorry to hear that you are currently experiencing issues with your vehicle. Firstly, we would like to remind you that you purchased the vehicle six months ago in May. At the time of purchase, the vehicle had no known issues, and it is difficult for us to determine what has occurred during the six months that it has been in your possession. We understand that it can be easy to assume that the dealership is at fault, however, in this case, the issue has nothing to do with where you purchased the vehicle. The Jeep you purchased is a **** **** ********, which is a 10-year-old vehicle that, unfortunately, may experience problems after 10 years of use. Often, customers try to perform quick fixes on their vehicles, which can inadvertently worsen the issue and make it difficult for mechanics to repair. We are not saying that this is what occurred in this particular case, but we do want to emphasize that at the time of your purchase, the vehicle had no known issues.

  Secondly, if you have an issue with the warranty company regarding the repairs, you must resolve this issue directly with them. We would love to help, but it is entirely out of our hands, and we have no say in the decision made by the warranty company.

  Lastly, we would like to address your concern about our response to negative reviews. We can assure you that we always strive to provide the best possible customer service, and we have never been rude or inappropriate in our responses. The only reason you are upset, is because you asked several of your friends to post negative reviews to tarnish our reputation, even though 99 % of our reviews are positive, and I pointed out to them that they have not purchase vehicles from us and it was completely out of line to be posting bad reviews for the company they never worked with. 

  We apologize for any inconvenience caused by the issues with your vehicle, but we hope that you understand that we have no control over the warranty company's decisions.

  Customer response

  11/14/2023

  This is a screenshot of the code reader that has been logged in our phone that was plugged into the Jeep that the engine light came on the day after driving it home and was logged still plugged into this day. So the no known in problems from the dealership is a lie they cleared the code and then sold it to me! The code was for the thermostat. Which was the first sign of the head gasket! I also have a picture of the copper flakes a month in in the radiator that we found when we replaced the thermostat that we now know is stop leak. But since nothing is being done here I will be taking this all the reviews that I screenshot it and people that have been done dirty just like me and all the proof that I have to the generals office.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ******* ******
  

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 27, 2023 I booked a (**** * **** ******* *** ****) 15 passenger van for our family trip. I had did the research and checked around with all the major vehicle rental locations (**********, **** ******, etc...) for days. After speaking with Yana, (who seemed extremely helpful & nice) and she assured me they could do a pay later. She also stated the 10% **** or *** discount could be applied at the counter. I received my confirmation and we were all set. Yesterday, I get a called from Gloria, who tells me the van that I have confirmed has been rented out for 20 days from someone on *******. It's nothing they can do! I contact Corporate and they advised me to call the Independently owned location back and speak with a Manager. 1st Gloria tells me Yana should not have told me that. She says they will check into getting another van and call me tomorrow. Today, Yana calls with apologies and that is all. They refuse to provide any resolution. I check their site and it shows they have minivans but they never offer anything but apologies. Now my family has spent thousands of dollars on a trip location and no transportation to get there. What kind of professional business is this???? THIS IS THE WORST EXPERIENCE EVER AND I WANT THE WORLD TO KNOW! I ended up renting an 8 passenger full size vehicle through this same company, while I await for the owner to call me back. I did leave a message at the company. I feel a discount or something should be done for the inconvenience this has cause to my family. Not only has it made my blood boil, it causes my blood pressure to go up. It caused hardache to my 82 year old mother. She ended up at the hospital yesterday. I just wanted to have a nice family vacation for my entire family for once and this was pre planned out and everything. I guess with all trips you can expect something to go wrong! This last minute cancelation is not professional business at all and I would have gladly paid upfront had I known they do this mess.

  Business response

  03/28/2023

  Dear *****, I would like to begin my reply with a simple statistical fact I gave you when we spoke that 80% of all non-paid reservations DO NOT SHOW UP. The percentage is even higher if reservations are made far in advance. In today's environment, and with the current vehicle shortage experienced by all car rentals, customers reserve vehicles from several car rental places for the same day in hopes that they will be able to get a vehicle at least from one of them, leaving the other rental companies with another NO-SHOW. 
  
  When I spoke with you on the phone, I informed you that I would be happy to accept your **** or *** membership and give you a discount. Still, I will not be able to take your payment as my reservation system is not set up to accept payments over the phone or prior to the rental date. All prepaid reservations should be made through *******, ******, or any other 3rd party websites. I have never told you not to prepay for your reservation; I simply informed you that you could not pay me.
  
  Gloria called you to inform you about your reservation the day we received a PREPAID reservation from another customer. Although we know that 80% of all non-paid reservations will not show up anyways, we do everything in our power to reach out to the customer with an update. We reached out to you 11 days prior to your trip to give you ample amount of time to make other arrangements. When we found out that you still needed the vehicle, we even went a step further, trying to purchase one at the auction, knowing that it would be in high demand anyways and we could satisfy your order at the same time. Unfortunately, prices at the auction in this high travel season are outrageous, and being a small independent rental company, there was nothing we could afford. 
  
  With respect to providing a resolution, we did tell you that your best bet at this point would be renting two minivans or full SUVs to accommodate your family. At that point, you went online and reserved a vehicle ironically through us. It is amusing that after complaining about our business practices, you still insist on working with us and calling us asking us to accommodate you. You have contacted our office almost daily, harassing and belittling our employees. At this point, for the sake of our employees, we decided that we no longer want to work with you. 
  

• Initial Complaint

  11/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 10/1/22 I purchased. Car from NW Automotive. I checked their online reviews and car fax on the car. Reviews at that time were good (i learned later they delete the bad ones and pay for good ones) purchased a car from them, after a tire was loosing air, I took it to a tire shop that stated 2 tires were run while flat and are damaged and not safe, there was hidden jb weld used on a fender and hammer.marks in the trunk. Although the car fax said minor dMage when purchased, a week later the car fax stated there was structure damage. A turn signal was working hyper and they ordered an ebay replacement and after 2 weeks replaced it. But it burned out after 5 hours.now I have only one working headlight, a bad car and 2 bad wheels. After notifying the dealer about the issue, they refused to take the car back. They charged full price and sold a badly damaged (hidden issues) car.

  Business response

  11/28/2022

  First and foremost, reviews listed online cannot be altered or deleted by the business.  We have sold thousands of cars and those reviews are the thousands of customers that have had a positive experience with our dealership.
  

  As a Carfax certified dealership, we provide a complimentary Carfax vehicle history report on every vehicle we sell.  This is provided not only on our website, but also we are happy to print a copy out as well.  The Carfax clearly indicates an accident report on 12/03/2021 and on 3/16/2022 there is a notation of  “Structural damage disclosed by seller based on results of a visual inspection.”
  

  We allow all of our customers to have any of our vehicles taken to a mechanic or bodyshop of their choice to perform a pre-purchase inspection.  This is an opportunity for our customers to determine whether the vehicle they are interested in is the right fit for them.  Unfortunately, this has to be performed prior to purchase, not after the sale.  We do not have an exchange or return policy at the dealership.
  

  Mr* ******** had an issue with the headlight after the sale and we offered to replace it as a goodwill repair for him.  We had no legal obligation to perform said repairs, however we strive to provide an excellent service not only during the sale, but also after the sale. We did have to order a replacement headlight for him and unfortunately with the current worldwide supply chain issues, this did take a bit longer than usual to receive the headlight. 
  We have offered Mr* ******** all of the opportunities and information in a very upfront and transparent manner.  Unfortunately Mr* ******** chose to ignore these opportunities and would like us as the dealership to be held responsible for his poor actions. 
  

  
  

  Customer response

  12/05/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ***** ******** ***** ********

  All liea.

  First lie, they cant change the reviews.

  Companies can be hired to floid your reviews with posituve coments Nd then they like each others comments and push all bad reviews asside. You had 2 positive reviews, one from a man in Hollywood Florida and one from a trail and hiking coordinator in Colorado. All local reviews are real and not positive.

  2 nd lie

  Supply chain issue on the headlight tou replaced.

  Toyota dealerships can get a new headlight in 2 days, e-bay sels plenty of them and there are even some super cheP ones from wrecked cars for 200.00

  You of course nought the cheap ebay one for 200.00

  You wxpressed U should be happy with all younhave done to help me,but I have 3 bad tires (one needs air everyother day)

  A burned out headlight that toyota wont replace under warranty because it is a damaged one from a wreck. And trunck and under the hood dents, broken brackets, jb weld glue and other issuea. The sales rep that sold me the car, left within a week of selling it to me, ***** dragged his feet as much as possible with statements like "I'll call you tomorrow" then taking the nextbday off and so on.

  You knew what you sold me, you have done it before and you are practiced in deception.

  Shame on you for preying on your customers!

*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. ↩