Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed a deposit to hold a truck - $500. When I went to look at it, the salesman relayed that the truck was inoperable (wouldn't shift out of 1st gear), and so was not for sale at the time. I requested a refund of my deposit, & was told that that would be no problem. To date, it has not been refunded, & when I requested the status, I got no response. I contacted the dealership, & was told that it had been refunded, which is still not the case.

  Business Response

  Date: 12/21/2024

  We have issued a refund, and have reached out a few times to make sure ***** got the refund.  ***** has not responded to our messages so we don't have any way of remedying this issue

• Initial Complaint

  Date:11/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought 2018 Jeep Grand Cherokee on: October 25th, 2024 During test drive, I asked if the weird engine knocking sound was a normal Jeep sound. The salesman told me that all Jeeps make that sound and its normal. There were no vehicle problems disclosed during the sale.Vehicle problems started to happen within days of purchase. Over the span of one week symptoms included: transmission does not shift, engine knocking noise, coolant reservoir leaking and needs refilling every 24 hrs, engine overheating, all four tires need inflation every 36 hrs, vehicle does not always start and randomly shuts off while driving.I have taken the vehicle to three separate auto repair shops. Those shops report: computer failures, electrical wiring faulty, coolant reservoir replacement, transmission issues, engine failure, head gasket failure, front struts leaking, all tires need replacement, water pump and thermostat replacement, drive belt replacement, cylinder 3 misfiring.Vehicle no longer running. All three auto shops recommended not repairing vehicle because it would be $15,000 - $20,000. All auto shops recommended returning vehicle due to unsafe driving conditions.Reached out to Trucks Plus with two emails and four phone calls asking for return/refund. Denied refund/return.

  Business Response

  Date: 12/04/2024

  Dear Customer,
  Thank you for taking the time to share your experience. We genuinely regret to hear about the issues you've encountered with your 2018 Jeep Grand Cherokee and understand the significant challenges these problems have caused.
  At Trucks Plus NW, we strive to provide accurate information and a positive experience for every customer. While used vehicles can sometimes present unforeseen mechanical issues, we understand how distressing it is when this happens shortly after purchase.
  We value your feedback and take it seriously. It helps us continue to refine our processes and communication to better serve our customers in the future.
  Sincerely,
  Customer Relations
  ********************** NW
  

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22534430
  
  I am rejecting this response because: it does not solve, or provide any solutions, to the negative experience with Trucks Plus NW. I was sold a vehicle that only ran for about a week before complete failure. The companies policy seems to be 'avoidance' to customer problems. 
  
  Sincerely,
  
  **** ****

  Customer Answer

  Date: 12/24/2024

  BBB services no longer needed. Hired lawyer and legal action was taken. Complaint resolved.

• Initial Complaint

  Date:12/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm bought a car 2 weeks ago at trucks plus, I'm a broke disabled student and was on a budget and found a Tiguan online. I went in there and the salesperson was very nice and told me that he drove this car all the time and that it was a great car we discussed the trade-in value for my car and what I was going to pay. I got $2,500 for my **** focus and then paid $6,000 cash which was most of what I had. We rush and the salesperson promised that everything was good. The day after I get home with the car I realized that the heater blew out but that it didn't actually get hot. I drove it back and they had their mechanic look for it look at it for a full day and couldn't figure it out so they had to order parts. I needed the car so I had it myself the next day and then the day after that brought it in and they have it for 2 days and then said they basically replace the whole cooling system but couldn't figure out what was going on that the previous owner might have done something to the radiator . A few days later while I was driving the car broke down I waited in the freezing cold for 6 hours. When I called trucks plus they said that it was my fault for buying a used car when I asked if I could get it towed there they asked me what would they want with a broken car. They said that it was my fault for not getting the warranty, that it didn't matter that it had only been a week. That I should be grateful because they replace the whole cooling system which is what blew. I had it towed to VW ******* in ******* which trucks plus also refuse to help. At VW they said that the cooling system was destroyed. I'm disabled and this caused very much and it still causing chaos and giving me panic attacks I gave them all my money and they basically laughed at me.

  Business Response

  Date: 01/10/2024

  We sincerely regret the challenges you've faced with your recent vehicle purchase from Trucks Plus NW. We apologize for the heating system and subsequent breakdown issues you've encountered.

  
  Your satisfaction is our priority, and we appreciate your recognition of our initial repair efforts, especially considering you declined the warranty. We acknowledge the difficulties you've experienced, and we want to express that we've already provided extensive assistance to address the issues. It's important to note that your satisfaction has been our primary focus, even if it meant negotiating to a loss for us.

  
  Thank you for bringing this to our attention. We are committed to ensuring your satisfaction with Trucks Plus NW.
  Sincerely,

  
  Trucks Plus NW Management Team

  Customer Answer

  Date: 01/10/2024

   
  Complaint: 21021712
  
  I am rejecting this response because:

  This is not an apology, when I was signing up the salesperson stated he had been driving the car around a lot and it was fine, when I inquired if he thought I needed the warranty. This issue should have been addressed before it became available. The mechanic  at where I towed it stated there were many leaks/ breaks that had been hidden to seem better, the main issue being the cooling system which completely stopped working. It was stated during the time after purchasing the vehicle and after the time in the Shops home mechanic that they replaced the whole cooling system. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/04/2024

  Dear Customer,
  Thank you for sharing your experience with us. We are truly sorry to hear about the challenges you have faced since purchasing your vehicle and understand how distressing this situation has been, especially given your personal circumstances.
  While used vehicles can sometimes present unforeseen issues, we understand your frustration and disappointment. Your feedback is important to us and will be taken into consideration as we work to improve our customer experience.
  We sincerely regret any inconvenience and emotional distress this situation has caused you.
  Sincerely,
  Customer Relations
  ********************** NW
  

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 21021712
  
  I am rejecting this response because: nothing has been done still and the manager was extremely rude towards me. But the major problem was that trucks plus offered to fix a problem and made it seem like contractually I had to go with them and then whatever they did is what blew up according to a third party mechanic. I'm still out a lot of money.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:08/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the car March 17, 2021 .I paid ******* They didnt not put the car in my name ! They will not cooperate at all with me trying to help Me settle this issue . All I needed from them to get my car registered was a ONE OF THE SAME FORM ! I contacted ******** BROKER LLC and they would not help either . They laughed at me. Ive been hung up on . Ive been cursed out ! I have a witness ! And Ive been told not to contact them anymore ! Its very unacceptable. Its so wrong ! They have so many complaints on them and their other company ! I cant do anything with this car because they wont help me they are rude the entire staff and BOTH COMPANIES!

  Business Response

  Date: 12/04/2024

  
  Dear Customer,
  Thank you for sharing your experience with us. We are truly sorry to hear about the difficulties you've encountered with the registration of your vehicle and the lack of cooperation from both our dealership and APX Auto Brokers. We understand how frustrating it must be, especially when you're trying to resolve a simple issue, and its disappointing to hear that you felt dismissed and disrespected.
  The lack of assistance, being hung up on, and being told not to contact us are unacceptable, and we apologize for the poor service you've received. Additionally, we regret that our handling of the registration process caused unnecessary stress, particularly considering the importance of this issue for you.
  Please be assured that we take these concerns seriously and will review your case to better understand what went wrong. We sincerely apologize for the inconvenience and frustration youve experienced and will work towards improving communication and addressing any underlying issues.
  Thank you again for your feedback. We value your input and will use it to ensure better service for all our customers moving forward.
  Sincerely,
  Customer Relations
  ********************** NW

• Initial Complaint

  Date:08/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2007 Yukon Denali that I purchased from Trucks Plus NW on April 23, 2022. Vin # *****************. This truck has numerous problems. First, the truck had turned off on me the day of the purchase and when I contacted the shop they told me to bring the truck by and see what the issue was. At the time I was staying in ******* **., so I got the truck towed back to the dealership which was at ******************************************************************. When the truck arrived they told me they would check on the truck and let me know what the issue was and why the truck suddenly cut off. It took them a few days to get the truck looked at by their mechanic and when he was able to look at the truck they never told me what was wrong and that truck was running good when they drove the truck around the dealership. At this point I do not want the truck anymore and the salesman who I talked to at the time ****** and finance manager both pretty much told me I couldnt bring the truck back because the owner may not allow it. I needed the truck because my wife was pregnant at the time and my family was expanding, so I ended up keeping the truck. Now I find out that the frame is not in the best shape and is rusted and while Im driving the transmission and floor could drop. This is a big safety issue because what if my wife and kids are in the truck on the freeway and the transmission falls out? That would be terrible. What I am complaining about is when I asked the salesmans at the dealership if the truck had any major damage they all gave me the same answer saying the truck is great. They forced me to get a warranty, and told me You never know what will happen with these older trucks, The salesman knew that I was in need of a bigger vehicle because of my family expanding and they told me anything that sounded good for them to get a sale, but not be truthful about the damages the truck already had beforehand.

  Business Response

  Date: 12/04/2024

  
  Dear Customer,
  Thank you for sharing your feedback with us. We are truly sorry for the experience youve had and the frustration it has caused. It is clear that our team did not provide the level of service or transparency that you deserved.
  We understand how important it is to trust the vehicle you purchase, and its disappointing to hear that we did not meet those expectations. We apologize for any confusion and for not addressing your concerns in the manner that you should have received.
  Please know that we are taking your feedback seriously and will work to ensure that future customers do not experience the same issues. Your experience is important to us, and we regret that we did not handle this situation better.
  Sincerely,
  Customer Relations
  ********************** NW

• Initial Complaint

  Date:06/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On may 3rd 2023 I purchased a vehicle from Trucks Plus. I signed all paperwork and was told my welcome packet from the credit union would be sent to me. I never received anything. On June 15th the dealership called and told me there was an error on their part and I needed to resubmit my pay stubs so they could get them to the creditor. That day I submitted them and I was assured again that my loan was approved and that my paperwork would be sent, also that my first payment would be due 30 days after that. On June 27 I received a call from the dealership demanding I return the vehicle because the loan did not go through. They began to threaten repossession and fees. All in all the loan was denied because of a trucks plus negligence and now my credit score has gone down over 100 points and I can no longer get a vehicle loan.

  Business Response

  Date: 12/04/2024

  
  Dear Customer,
  Thank you for bringing this matter to our attention. We sincerely apologize for the frustration and inconvenience this situation has caused you. It is clear that there were significant missteps on our part that led to an unacceptable experience for you, and we deeply regret the impact it has had on your credit and financial situation.
  We understand how important it is to trust the process when purchasing a vehicle, and we failed to ensure that everything was handled properly. The errors that occurred during the loan process should not have happened, and we recognize the serious consequences theyve had for you.
  Please know that we take your feedback seriously and will be reviewing our procedures to prevent similar situations from occurring in the future.
  Sincerely,
  Customer Relations
  ********************** NW

• Initial Complaint

  Date:03/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of purchase 3/17/23 Business is selling faulty cars and not following through on reimbursement for issues that were not taken care of at the time of sale. My husband and I were looking for a first car for our son, finally ****** called me back, I live an hour away, I told him we were interested in a specific car, its for my son who is a first time driver, before we drove down I wanted some more information and for him to look over the car. He told me he would check and call me back in 20 min. he never did. When we got there he said oh ya I spoke with you earlier I told him he was supposed to call me back! He literally said sorry I was looking up parts for my motorcycle! I almost walked out then and there. Eventually we came to an agreement on price. When they went to start the car it was dead. They told me they hadnt started the car in a month! Would check the battery and give me a new one. ****** had been saying how he puts all this money into these cars, makes sure they are in great condition, my husband tries to pair his phone to the car and the speakers dont work. ****** troubleshoots for a while says the wire gets loose, speakers came back on. Halfway down the street they go out again! 2 days later my son and I are running errands, the service light on the dash comes on, later we go to start his car and its DEAD! my husband had to come jump the car, took it over to get a new battery, it needed an oil change $316 later, I was pissed!! Engine could have blew up, my kid could have been stranded, they knew this was for a 16 year old. I called and explained this to ****** he didnt want to do anything about it, said batteries and oil changes werent a priority. I argued with him for a while; this was an issue before we left and should have been taken care of, I want to be reimbursed; he finally agreed. It has been over a week, have contacted him many times, no response. We also had to put a new stereo in the car because it was broken that cost $730.

  Business Response

  Date: 12/04/2024

  
  Dear Customer,
  Thank you for bringing this matter to our attention. We sincerely apologize for the frustration and inconvenience this situation has caused you. It is clear that there were significant missteps on our part that led to an unacceptable experience for you, and we deeply regret the impact it has had on your credit and financial situation.
  We understand how important it is to trust the process when purchasing a vehicle, and we failed to ensure that everything was handled properly. The errors that occurred during the loan process should not have happened, and we recognize the serious consequences theyve had for you.
  Please know that we take your feedback seriously and will be reviewing our procedures to prevent similar situations from occurring in the future.
  Sincerely,
  Customer Relations
  ********************** NW

• Initial Complaint

  Date:12/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Friday November 4th I traded in my **** F-150 Harley ******** truck to this company and bought a **** Taurus. They told me on that date that it was **************** Law that I must purchase their gap insurance through their finance company. I did this. Later that week I spoke with Reliable Credit who financed me on the Taurus. They stated that this was not the case and that I needed to go back into Trucks Plus and re-sign my contract. On Friday November 11th I did just that. They gave me 10 thousand dollars as a trade in on my truck and at that time I owed about **** dollars. However, as of today, they have still not paid off my truck with my finance company. I have contacted them weekly and have been assured that they had already sent the check to IQ Credit. As they are not being responsive to my requests for this to be taken care of, I am now lodging a complaint with you.

  Business Response

  Date: 12/04/2024

  
  Dear Customer,
  Thank you for bringing this to our attention. We sincerely apologize for the delay and frustration this situation has caused. It is clear that we fell short of meeting your expectations, and we understand how important it is for us to resolve this matter promptly.
  We regret any confusion surrounding the gap insurance requirement and the handling of your trade-in. The issue with your truck payoff should not have occurred, and we fully acknowledge that it is our responsibility to ensure this gets sorted out.
  We are currently reviewing the situation and will work to resolve this as quickly as possible. Please rest assured that we take your complaint seriously, and we will take immediate steps to make things right.
  Sincerely,
  Customer Relations
  ********************** NW

• Initial Complaint

  Date:09/23/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a **** Jeep Laredo from Trucks Plus NW. I have not received the license plates and the car is beginning to make scraping noises on the undercarriage. I went back to take the car back but they said it has been over the time frame to return the vehicle. If this is a lemon car I have recourse. If this car was involved in a crime and the scraping noise I hear is a boot I have recourse. I want either for them to fix the scraping noise and give me my plates or give me a new car! Furthermore, there is a gentleman there who says he needs my car because he has ID on it. . Please help me with this issue. Thank you.Sincerely,***************************

  Business Response

  Date: 09/27/2022

  Hi ****, your complaint is a little hard to follow so hopefully I'm able to adress your complaint properly.  When you took your car in for us to look the scraping noise ************ quickly discovered you have been driving around with your ebrake on, we made sure you were aware and instructed you to stop doing this.  As for your plates we sent them out and gave you the tracking number well over a month ago, after you claimed you had not recived them (the tracking number would say otherwise) we have offered to remburse you to get your plates re issued.  I belive we have gone above and beyond in making sure you have a good expirience!

  Customer Answer

  Date: 10/03/2022

   
  Complaint: 18048446
  
  I am rejecting this response because:

  Since the last time I spoke to you, the Jeep I bought from Trucks Plus NW has stopped working completely. I understood through the *** that this particular vehicle was in an accident which injured a little girl. The case has not been settled yet and the previous owners need the vehicle back for evidence in the case. As a result of the accident the Jeep I purchased from Trucks Plus NW is non -functional for the reasons I purchased it. I spoke to the gentlemen affiliated with the *** and they are prepared to go ahead and make reparations to assist in settling the case with the previous owners. 

  The money I placed on this vehicle, Jeep Laredo is no longer considered a good faith exchange. Please contact the *** and get the accident report and follow up with the *** for a resolution to this issue. I will consult with the ** Attorney to make them aware of the situation and gross negligence on the part by Trucks Plus NW. 

  Sincerely

  ***************************

  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/04/2024

  Thank you for reaching out. We understand your concerns and apologize for the inconvenience you have experienced with your vehicle purchase. Your frustration is completely understandable, and we take these matters seriously.
  We acknowledge the issues you are encountering with the scraping noise and the license plates. We assure you that we will investigate both concerns immediately to determine how best to resolve them.
  Regarding the gentleman at the dealership, we will ensure that no further confusion or misunderstanding occurs. Its important to us that we provide clarity and ensure everything is handled properly.
  We appreciate your patience as we work through this situation, and we will be in contact with you soon to address your concerns in full.
  Sincerely,
  Customer Relations
  ********************** NW

• Initial Complaint

  Date:07/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 4, 2022 I called trucks plus Northwest around 10 in the morning I asked if they did in-house financing since I found a car for $2000 and they told me yes they could help me and to come down to the dealership I went about an hour later the guy helping me was very helpful very nice I test drove the car and I loved it so I told him lets talk about what we can do I told them I had $1000 down they said that was great I give them all my information than the financing guy came out and was trying to convince me to get a loan I told him no repeatedly he then said it would build my credit thats the best choice I told him I called and you guys told me I could do in-house financing I do not want to apply for a car loan Since it was $1000 I told him I could make three payments and pay it off and once I said that he was like OK three payments let me go do the paperwork Ill be back he comes back with a paper that says I would have pay Roughly $600 a month for three months and asked me if I was fine I told him yes and I signed the paper agreeing with the terms of the payments he then proceeds to tell me sounds good that hes going to get it done and hes gonna bring me back the rest of the paperwork to sign so I can get the car and leave I tell him OK and then I wait around 20 minutes he then comes back and tells me yeah Im not gonna do it I dont think so yeah no it all seems sketchy to me after I signed the paper agreeing so then I tell him OK since Im irritated I left next day I get a call from reliable credit asking if I wanted to proceed with my loan I never agreed to apply for a loan I never signed a paper to apply for a loan these people told me I could do in-house financing! this was a very unprofessional experience After I left I looked through the reviews on ****** and everyone was complaining about the financing guy being disrespectful this seems like an occurring problem with this business

  Business Response

  Date: 12/04/2024

  Thank you for reaching out and sharing your experience. We deeply regret the frustration and confusion you encountered during your visit to Trucks Plus NW. Its clear that there was a breakdown in communication, and we understand how important it is for our customers to feel confident and informed throughout the buying process.
  We sincerely apologize for the misunderstanding regarding the financing options and for any inconvenience caused by the lack of clarity on the terms of the deal. This is certainly not the experience we strive to provide.
  Your feedback is invaluable to us as we continuously work to improve our processes and ensure that we handle all customer interactions with the utmost professionalism and transparency. We appreciate your patience and understanding.
  Thank you again for sharing your thoughts with us.
  Sincerely,
  Customer Relations
  ********************** NW