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:02/06/2025

  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 a 2014 Chevrolet 2500 Duramax Diesel pickup from Motors Northwest on December 24, 2024. It was advertised as ****** but when I signed the paperwork, it was listed as ******. I should have stopped then but I was credit challenged and wanted the truck. That should have been my first clue. I took the pickup home and within 3 days the engine light came on, so I called the dealer. I spoke to **, he said bring it in, let us take a look at it. After stating that they would take a look at it, he proceeded to tell me that the pickup was sold as is and he may not be able to help and that he was doing me a favor. Because of his words and rather cocky attitude, his words didnt give me a warm a fuzzy feeling so I opted to not take him the vehicle. What I ended up doing was take it to a shop I had used many times in the past that I knew I could trust. Thats when most of my nightmare began. Plateau Diesel ************ in ********. ***** was my contact there. I would appreciate it if you could give him a call an he can enlighten you on what was wrong safety wise and explain the $7500 I had to spend to make this vehicle safe and run like it should. He can also tell you that someone got into the *** system and cleared the codes prior to my purchase knowing full well they would rear their ugly head shortly after the purchase. I just got it back yesterday. Its been out of commission for almost 4 weeks. I sincerely hope you can help, theres right and then theres right. Ill be 70 years old in May, this is so unfair, my first payment of $841 is due tomorrow. I cant understand why some folks think this is ok. Please help! Im fine with splitting the repair costs.

  

  Business Response

  Date: 02/07/2025

  Oh Dearest ****, The facts: 12/23/24 you spent most of the day at Motors NW thoroughly inspecting the Silverado, test driving the truck for performance and hoping for any sort of a loan approval. 12/24/24 the finance team at Motors NW obtained a miracle approval on your behalf. Upon this news, you purchased the Silverado. During your purchase process you were comprehensively advised of all figures and all your questions were answered to your satisfaction. Subsequently, you took delivery of your new truck. 12/26/24 Motors NW received this Yelp Review. You were contacted promptly by our General Manager. You were given proof of the extensive repairs just posted to the Silverado, reassured of the parts serviced as well as the parts replaced and you were offered to drop the truck off for a no charge complete re-inspection,service and all issues addressed to your satisfaction at no cost to you. You apologized. Stated that you were just frustrated at the time, that you had calmed down and accepted the offer with gratitude. 12/27/24 Motors NW received this email; JT, Thanks for contacting me, but I'm going pass on your offer to look at the pickup. You made light of the review I posted and made no mention of righting the wrong when it comes to bait and switch you guys did.Advertising one thing and charging another. Luckily, my daughter took a screen shot of the pickup and the advertised price from the website the day I came in.Since she works for a dealer in *******, their ** gave me some advise on how to combat this problem. I will be sending/emailing the *** a copy of the contract pricing, the screenshot of the website pricing, a screen shot of my complaint/review and proving them ****** name and number. **** confirmed to me that the pricing on the website was in fact ******. That's when he brought me some additional paperwork regarding this pickup. Not sure I was supposed to have that paperwork. Now, he said I should ask you point blank if you're willing to fix the wrong and modify the contract before I send anything to the *** and give you 24 hours to respond, If nothing, then send it off. You sent me a "welcome to family" email after the purchase, I'm pretty sure a family wouldn't do that to you. Do the right thing **. 12/27/24 promptly you were contacted by the Motors NW GM. You were asked to bring the truck back and offered a full refund at no cost to you, returning your full down payment,cancelling your loan, and rescinding the entire transaction. You stated this offer would really help you out a lot, that you got off work at 3:30PM that afternoon and you would arrive before 5:00PM. 12/31/24 to this date, you, no show, no call. Seemingly, you have either gotten over your buyers remorse or have realized that your dishonest attempts for cash back are futile. Despite all our unwarranted efforts that have gone unaccepted, the apparent attempted deception on your part and the poor advice from the derelict Spokane Lithia GM that you mentioned multiple times, Motors NW is still willing to assist.

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22910619
  
  I am rejecting this response because: 

  I wrote to JT through their customer care portal late last week, asking if we could come to amicable resolution, however, he informed me that If I was looking for reimbursement, I was barking up the wrong tree! Please note that their response starts with "My dearest ****", that should show just how disrespectful they can be. The majority of their response is made up and embellished. All the work I had to do to this pickup to make run right and safe, means nothing to them. Just yesterday, I found out that the ** compressor does not work, that'll be another $2000. It's been one thing over another. My out-pocket cost to make right to date is: $7438, now I have to buy and install an ** compressor for approximately $2000. It is my belief that these kinds of dealerships pray on credit challenged folks, thinking that they are doing you some kind of a favor, and that's a good thing at times. However, the lack of honesty and truth does not instill trust when you're standing on this side of the tracks. They missed the point and chose not to help. 

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

• Initial Complaint

  Date:08/16/2024

  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.

  Used car dealership non refund of extended warranty My name is ******* ***** and I am contacting you in regards to a situation with Motors Northwest in ******. I purchased my 2018 ********* from this dealership in April of 2021. Along with the purchase we also purchased an extended warranty service plan at the cost of about $3800. Early this year we traded the truck in at another dealership. We applied for a warranty refund with Motors Northwest and after several weeks we heard nothing from them. I called the warranty service company to check the status of our refund only to be told that the service contract had been canceled by Motors Northwest four months after we purchased the vehicle back in 2021. We were given no notification, nor any refund, yet we were financing a high interest auto loan for a warranty that did not exist. To include taxes.I feel taken advantage of as a senior and ignored by an auto dealer that I actually thought was a "good guy".Thanks for any help in advance.******* *****

  

  Business Response

  Date: 08/22/2024

  Dear BBB Resolutions;
  Mr. Black is a respected good multiple-purchases customer of ours.
  His situation with this credit is truly unfortunate.
  As previously communicated and seemingly understood as an acceptable resolution, Black Jrs extended service contract was credited for **************** the same time **************** and Senior purchased vehicles along with extended service contracts. **************** defaulted, cancelled and was credited by the service contract company in place of Mr. ******* ***** Senior. Black Junior was made aware of this, agreed and stated that he would transfer the credit to Black Senior.  
  Seemingly, this has not happened although Motors NW facilitated this. 

   

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 22154948
  
  I am rejecting this response because: I was not notified of any cancellation or transfer of my funds toward another individuals contract. Also my auto loan was not adjusted to reflect any change in my loan amount. Neither did I authorize any transaction of this type. 
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 09/16/2024

  BBB of WA  Resolutions,

  This response is truly disheartening.

  It seems that either a serious case of amnesia has set in suddenly, there has been no communication between Senior and Junior, or, hoping that this is not the case, these gentlemen are attempting to pull a fast one on Motors NW. 

  Again, the credit was given to Junior in place of Senior. Junior is fully-aware of this, apparently Senior is not.

  Both have been invited in multiple times to go over their transaction, 

  Signed,

  Motors NW Management 

  Customer Answer

  Date: 09/16/2024

   
  Complaint: 22154948
  
  I am rejecting this response because: As of today, September 16, 2024, there has not been a single communication attemp to me, from anyone at Motors NW. They are not truthful in their response. I might add that I have never since purchase of the truck had any communication with management at the dealership for any reason. Now there would have been some form of paper trail with my signature to show change of warranty status. I received nothing from Motors **********. I do not have *********** nor am I forgetful. I also do not have time to pull tricks to gain $3800 refund. If his office did something wrong, then they should fess up to it. I am a senior citizen and this company is trying to be little me because I am a senior.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:05/12/2024

  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 purchased a used **************************************** February of 2024, and this vehicle was sold to me with a clean title and a clean Carfax stating there was no previous damage to this vehicle.Now that I have owned the vehicle for several months, the black grease/paint they had used to cover up the damage in the engine bay is rubbing off of the truck because there is rust forming on top of it.After discovering that, I scheduled an inspection with the dealership by my work so they could look over the car, and I called the general manager of the dealership to explain what id found and even emailed him the pictures of the damage to look over.He refused any cooperation, and to take the vehicle back saying that they weren't liable for anything even though they had sold it to my in the condition its in with undisclosed damage.I had the vehicle inspected by the dealership and they confirmed there was evidence the vehicle has been wrecked before, and the gps device that the dealership I bought the vehicle from had installed was causing several errors with the vehicles computer.I also had the vehicle inspected by a ******************* service center and they found that the front two wheels were completely out of alignment and all four tires were damaged from premature wear from the misalignment and that all four tires would need to be replaced because they were unsafe.I have only put a few thousand miles on the vehicle since I've purchased it and it is not safe to drive and almost to the point where its undrivable at all.

  

  Business Response

  Date: 05/13/2024

  RE: Complaint ID ********
  Hello BBB of WA Resolution Department,
  ************** purchased an extremely nice truck at a great deal.
  This complaint is truly unfortunate,and Motors NW did not get the opportunity to address any of Mr. ****** issues.We failed, not clearly communicating at the time of his purchase that we would gladly assist with any help at any time, to call us first.
  We are here after the sale,eager to assist.
  Regarding the **** On 01/18/2024 with ****** miles, the *** was (a) professionally installed, (b) the truck was scanned for proper operation (c) and it performed properly. On 05/10/2024 with ****** miles, ************** purchased his Ranger. At this time the *** and the trucks computer were both operating properly without issue. Two and a half months and ***** miles later, this is the first time we have heard of this. If we would have been made aware, it could have been addressed.
  Regarding Mr. ****** trucks tires and alignment; The front camber was within tolerances at the time of purchase,the rear with spot on. The tires may wear out prematurely based on the not perfect front end alignment, but the truck would not need four based on the front-end camber and we did not get a chance to address this concern of Mr. ******.
  Regarding the supposed damage on the front fender and the signs of overspray on the hood; Mr. ****** new truck does, indeed, have a clean title as well as a clean Carfax History Report.This is the information that, like **************, we rely on as well as our professional pre-sale inspection. Cosmetic damage and minor repairs are common in the majority of pre-owned vehicles. ************** did, indeed, call the Motors NW general manager upon the **** technicians observation and guess. The general manager asked ************** to bring in the truck and offered a body shop to do a complete tear-down inspection of the areas of concern at no charge to **************. ************** confrontationally replied, with an unrealistic ultimatum, that if Motors NW did not return 100% of his purchase price, that same day, his attorney would be filing suit.   
  In summary, this is disappointing. Motors NW desires that ************** is ecstatic about his new truck. It is extremely nice and an excellent value. These minor concerns would all have been addressed, given the opportunity.
  In closing, in spite of the past, we are still here, one hundred percent committed to assisting ************** to his realistic complete satisfaction.
  
  Signed,
  The Motors Northwest Management Team .

  Customer Answer

  Date: 05/14/2024

   
  Complaint: 21701678
  
  I am rejecting this response because:

  Your business didn't provide any documentation of any inspection to the vehicle I purchased from you, the damage to the engine bay, and repairs made, or the gps tracker you installed. I agreed to purchase a clean titled vehicle in good condition, while your staff knowingly sold me a damaged and malfunctioning vehicle. Its your responsibility as an auto retailer to make sure the vehicles you provide to customer are safe and in operational condition, which you did not do. You provided me with a clean Carfax, which was false, and didn't provide any paperwork for your mechanics own inspection, and if any mechanic had inspected the vehicle they would have know of its condition. I have had the vehicle inspected by a third party, proving that your claims that the vehicle was in good condition are false. ***** miles is not significant enough wear to a vehicle to cause these issues, this vehicle was sold to me in the condition its in, this is the result of shady business dealings. 

  I did speak to the general manager of motors northwest, explained to him the damage that I had found, and asked to bring the vehicle in to talk about buying the truck back, so the dealership could handle the repairs in house and resell the vehicle. He only offered to put the vehicle on a lift and look underneath to do a visual inspection, he did not offer any services to me with his original comments. When I again asked him to take the vehicle back, and told him that I was having the vehicle inspected and would be taking the information I got to an attorney, which I'm well within my rights to do he became defensive and rude he told me that the dealership was not liable for any of the issues with the truck and because I had signed the paperwork it was my problem. He, only then, started making claims that he "wanted" to help me and he "was" going to have someone "touch-up" the damage in the engine bay.

  If your dealership truly cared about customer satisfaction, not only would you not be selling damaged vehicles to customers at market value, but you would have in good conscience bought the vehicle back from me, or at the very least opened discussions on moving me into another vehicle from your dealership. Your business had no intent to address these issues and is only concerned with protecting itself from the liability of selling damaged vehicles to its customers

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

  

  Business Response

  Date: 06/11/2024

  Dear ************** & BBB of WA:
  In response:
  RE: Documentation; Not only was a history report,referencing the clean title, the clean frame, proper odometer operation and the entire recorded history of the vehicle, but, as well, our full third-party neutral inspection report was provided.
  RE: Clean title, good condition, knowingly damaged malfunctioning,this **** truck has a clean title, functioned perfectly, was is in near-excellent condition and the only things that our staff knew were good things in refence to this particular truck.
  RE: Speaking to the general manager; When this supposed issue was brought to our attention ************** was invited in and offered a complete tear down of the supposed damaged area and an inspection at an independent body shop. When ************** declined, became combative and stated that either he receives an entire refund immediately or he would seek legal counsel the conversation seemed over.
  RE: Truly caring, We truly care about our customers,including **************, still, and we take pride in the way we go above and beyond when after purchase concerns arise. We did, indeed, offer to address the supposed issue as well as taking the truck back in exchange.
  In closing, this is unfortunate. ************** bought an extremely nice Ranger at excellent value. He was happy and we were happy for him. No sure where from the hostility stems from, we feel that we let ************** down. We are still here, willing to inspect and address or to trade the truck.
  Sincerely:
  Motors NW Management 

  Customer Answer

  Date: 06/17/2024

   
  Complaint: 21701678
  
  I am rejecting this response because:

  Your claims that you provided me with a 3rd party inspection report is an outright lie, any true professional automotive inspection would have noted the damage to the engine bay and other issues.

  Your claims that your general manager offered to have work performed on the vehicle is also a lie, as he only offered to perform a visual inspection of the vehicle.

  When you sell damaged and malfunctioning vehicles to your customers you should expect to receive a combative attitude, because that is what you truly deserve for your shady business practices.

  You have made no offer to further help resolve this issue, and have only acted in response to this claim to defend yourself from your own actions.

  This is unfortunate that you sold me a damaged and malfunctioning vehicle that was not worth nearly the market value that you sold it to me at

  I would be happy to return the truck. For a full reimbursement of all of my expenses, payments, outstanding balance, and parts purchased for the vehicle.

   

  Sincerely,

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

• Initial Complaint

  Date:09/19/2023

  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.

  So I purchased a 2017 ******* Elantra August 15th of 2023 at MOTORS NW. Took it for a test drive no issues. Loved the color and the car seemed great key word seemed. I had a trade in which was a **** *** with only about ****** miles. **** my check for almost ******. This is where things start getting kind of fishy. **** was my sales guy he seemed decent. When I realized they wanted me to also put down money on top of the check I had sat there thought to myself never mind and they can just give me my check back little did I know. J.D and **** were in that back room signing my check. So when I asked for it back **** says oh great we were able to get you the deal at this point I felt a little forced this is my first time financing through my bank. Ive never got a loan before. Im like **** am I able to get a new check so many thoughts running through my head. so Im thinking to myself ok the car is great the carfax looks good. No accidents no issues. Ill just take it.I should have immediately took my check when they didnt fill it out in front of me and went to my bank and got a new one.the car seemed so perfect and I really needed a new one as Im fleeing from DV almost getting killed at the beginning of this year and my old car wasnt gonna make it through.so I did my paperwork with ***** he was pretty ok.he was really knowledgeable with the extended warranty. Suggested heavily that I get it. The warranty is called protective. It pretty much covers the major parts and minor parts of your car depending what warranty you get. The car comes with a 3 month warranty powertrain. I said I will look into it the warranty cause I like to do my research usually before I purchase..Within the next week 1/2 so around August 25th-28th My car is starting to just completely die and shut off as Im in the parking lot attempting to park. I call MOTORS NW. I speak with a lady ******* I believe. I let her know whats going with the car and she said I can either come in or take it to the mechanic that they have. I decided to go inside I was with my sister so at this point we can start documenting every interaction. August 30th my sister and I go inside. ******* gets J.D for us he greets my sister and I with some guy who they say is a mechanic that isnt even certified take a look at my car. they let me know the battery everything looks great in the car. They seemed to have a few handy tools they checked the battery power said everythings good. Im thinking well they arent mechanics so idk. J.D says if it happens again just call MOTORS NW. From that point it just keeps going down hill. September,7th,2023 my sister and I go to *******. My car dies twice as Im trying to park everytime it dies I have to shut it off and cut it back on. The last straw for me was September 9th 2023 as Im on the freeway in traffic my car is constantly dying. I have to keep cutting my car on and off IN THE MIDDLE OF THE FREEWAY. My son and I were in the car when it comes to the safety of my kids I have a huge problem. After almost getting hit in *******. Im literally on I5 with my freshly almost 1 year old feeling terrified. Dodging cars on the freeway Im praying that we get home ************ just wouldnt stop dying. Now I notice the pattern its only happening when Im going very very low speed. So atp I dont want the car how terrified I was on the freeway..i go up to MOTORS NW September, 12th, 2023I should have went in sooner but I had to work out of town and forgot it was a holiday weekend . So Im inside Im Asking what my options are cause Im considering just trading the car in. So **** and I test drive 3 other cars while ***** looks at my car I dont know what for ? None of them are mechanics.So now I have test drive 3 cars I feel like the *** sounded dingy. the ***** Malibu did some weird break shift like the car jerked. **** said oh nothing is wrong with the Malibu its probably just the way I was breaking. The ***** equinox was perfect but I believe it wouldnt be an equal trade in and was over my budget.Now Im listening and paying ************************* of the cars they are trying to show me. Im thinking should I even trust it. Do I even want to do business with them anymore. Listening to how the other 2 cars he showed me sounded just felt sketchy just didnt seem right. I would have to re do my loan as a trade in which they tried to have me go with their company. Im like no I rather go though my bank. I would have to wait to get new plates. Again Im fleeing from dv so I dont have a lot of time. So I ask whats my other options our. MOTORS NW said they can have buckys in Lakewood look at it. So I leave in this death trap of a car and they want me to come back to Tacoma which I live in ********* almost a hour away and pay 6$ each drive over the bridge. So September 13th I go to buckys he cant figure out whats wrong with the car since its not a consistent check engine light on. So he cant pull any codes. He did drive it and the car stopped and died on him as well. He said they cant do anything for me. So I call MOTORS NW to speak with a manager after ****** isnt able to give me a diagnosisKeith is the only manager that day and said he was too busy to talk. I said thats fine I will be on my way..When I get inside. ***** immediately gets up and walks out the building. this point Im overwhelmed Im there with my son. Im asking **** what are my options he was like we tried to help you yesterday you didnt want to do the trade in through are company. I have so many questions at this point so Im asking **** Why are you guys selling a vehicle for almost ****** dollars having any issues like that. Then thinking about being on the freeway and how terrified I was I just start crying. I just didnt understand So now this is where ***** flips the script he walks back in like he didnt even care or know who I was. He says oh am I the one who did your paperwork.I say yes.he said to me oh see all my guys get a warranty just being very passive aggressive at the fact my son and I almost got hit on the freeway the previous days. Asking me to I want to purchase the warranty. Like NO I dont even want the car no moreIm new to all of this. I usually go buy my car flat out street price this is my first time financingIt is smart to get the warranty especially for a 2017 I understand that. I get that the vehicle is used but with only ****** miles and for the amount the vehicle was nobody is expecting to have to get any work done so soon. ONE THING I will say is GET THAT WARRANTY. On top of the 3 month powertrain that comes with the car. Thats the only thing that will save ***** then after cryingMikey was great he is new and does work on his own car. He tried his best to make sure I was ok and was very understanding of why I was upset. He has a daughter around the age as my son. At that point I feel like daddy mode kicked inHe was trying to go above and beyond. Asking if they have a reader so he can try to see if he can at-least get some answers to why the car is just dying. He even offered help off the clock which I really appreciated he was the only one genuinely concerned. ***** acted so busy he is in and out. No customers were there except one. He was going so slow. I started getting upset cause my 1 year old was crying due to being hungry after being at Buckys for 2 hrs.Before I started lashing out I just got up and left. I told ******* will call and talk to whoever was the head manager which is ********* the September 14th 2023 ask for J.D at this point Im frustrated who wouldnt be. Im going back and forth with my one year old in a car that feels deadly. With the way ***** acted I just felt so hopeless. So I let J.D know everything my frustrations and all his response was Im not the one who acted a way towards you I get your frustration that I needed to calm down. I understand he didnt do anything personally that wasnt the point you are the head manger that is running the business. Your employees are a reflection of you. So he tells me take it to the ******* dealership in ********* which is in the same city as me so they can do a deeper diagnostic. That way we can see exactly whats wrong since their place they use Buckys in Lakewood wasnt equipped enough. He says have ******* call J.D at MOTORS NW. I take it to the ******* they are about to close. I talk to ******* at ******* she calls J.D this is around 5 September, 14th, 2023.J.D calls me lets me know he spoke with Trinity and that I need to sign a waiver saying MOTORS NW isnt responsible. So youre telling me I have to pay the ****** diagnostic fee. I tell him why should I keep paying money on a car you sold like this. He said thats what happens when you get a used car you have to put work into it. Nobody was expecting the car to do that. So J.D says my ************ in a very rude way. I either pay the 211 for the diagnostic and then WE can figure out what we will do once the results get back. I can Trade in my car but I would still owe on the previous loan if the trade in doesnt cover the full costs. Or they can buy the car back at STREET value clearly stating I wont be getting even near what I spent on it. I asked him if he knows about lemon laws he said yes but my car doesnt fall into that. Which I talked to a lawyer and yes it does. He says oh so you been working at a car lot for the last however amount of months or years just being real rude getting smart. So Im like why dont you guys just give me my *** back that was my only other working car I traded in and he said NOPE thats not how it works. Anyways the *** was a LOW VALUE trade in.your selling it for 6k now.J.D then said I will call you back tomorrow and go over your options again I advice you not to come up here and waste your timeBasically giving me no option the warranty didnt cover anything that came with the vehicle so I was forced to pay the diagnostic.the diagnostic comes back car needed a new camshaft position sensor . My air filter was completely clogged && had a RODENTS NEST IN IT, on top of car needing the breaks bled and a wheel alignment. They sold me a car and didnt even do the simple needs before having someone drive it off the lot. The camshaft is an important piece to operating your vehicle. All those things should have been done before letting anyone drive off the lot!!!!! So Trinity calls me and says I should get in contact with the owner. That they should be paying all costs especially when its only been a month of having the vehicle. Ive been telling them since August, 25, 2023. only 10 days of have the car. At the ******* dealership Trinity stated they would have took care of all costs had someone called them within the first couple weeks or month of getting a car and it had issues. NW MOTORS sent me to the ******* dealership to get the diagnosis why should I have to pay? So now its September,18th,2023 ***** calls me tells me go to bitterlings which is right around the corner from MOTORS NW. They agreed to fix the camshaft and the air filter. They denied the the bleeding the break fluid and wheel alignment. Which I feel everything should have been paid for and taken care of. Then I asked bitterlings if they were able to do a full diagnosis and figure out what was wrong with the car themselves they said yes. The gentleman working said he doesnt understand why I paid ****** for a diagnostic when they could have done one. So why did J.D at Motors NW have me pay that moneyif the shop that fixed my car bitterlings would have done the diagnostic for free? Why did they have me going back and forth? When first sign of any issues they could have just sent me to bitterlings which was not even the next block over. Why did they have me go to Buckys why did they have me go to *******? I honestly would give this place a 0. They are not there for you after you get your car like their slogan says. They want all the money. And they dont even want to pay a *****. The fact that I still kept my cool and was calm the whole time when I really wanted to blow up. They treated me like such c*** after they really dont care about you or those cars on the lot. I am thankful and blessed I have the funds to do this a lot of people spend there last on there vehicles. I went on the BBB to check out MOTORS NW this is what they do. They sell lemons or sell cars where the check engine light is cutting on. Trinity and I believe they are getting cars and having the automotive places they use turn off the codes. No way they have so many lemon allegations on the BBB. ****** only shows the good reviewsIm thankful mines was just a sensor and nothing to crazy the air filter, and all those other things listed were minor they should have been done and even taken care of before and after but oh well. Reading those stories on the Better Business Bureau about what NW MOTORS does it could have been worse. STAY FAR AWAY FROM THIS PLACE LOOKS CAN BE DECEIVING. Make sure you get that warranty or come in with a man. If mines was here he wouldnt be going for any of it !!

  

  Business Response

  Date: 10/04/2023

  Hello BBB Resolutions Coordination *************************************** is frustrating and as disappointing for us as it is for her.
  ****************** purchased an extremely nice car that was pre-sale inspected and serviced and determined to be in excellent working order. ***************** was treated with respect and given exceptional service during her buying decision. She was given everything that she requested in the form of a price discount as well as better than fair market value for her trade in. She was assisted with facilitating her loan through her preferred lender, NFCU. ****************** left completely satisfied and happy.
  When ****************** contacted us with her concern, it was addressed immediately without hesitation.
  When the problem persisted, she was directed to the manufacturers dealer service department for a deeper diagnosis. When this dealerships certified service representative diagnosed the issue and suggested a specific repair,Motors NW obliged, out of good-will with no cost to ******************, and repaired her vehicle in accordance with her request and the manufacturing dealers suggestion.
  At no time has ****************** been avoided, ignored, or treated in any other way than with respect. In fact, despite ******************** uncivil treatment of staff members, Motors NW has offered to re-diagnose her car and address the concern or to take the car back in on exchange.
  Although Motors NW makes a superior effort in providing excellent condition, fully serviced, reliable preowned vehicles, some mechanical issues are unpredictable. In the rare instance that an issue like this one arises, Motors NW rises to the occasion and does a great job in addressing the issue without resistance.
  Motors NW empathizes with ******************. Motors NW would like to find an agreeable way to make this right. Thus far, our customer has refused to be reasonable.
  Signed:
  Motors NW Management Team 

• Initial Complaint

  Date:07/16/2023

  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 06/10/2023 I purchased a **** ***** Accord with ***** miles from Motors Northwest in **********. The price was $4995 plus $799 for LoJack. I put $3200 down. I'm only 18 years old and this was my first time purchasing a car. The overall experience was overwhelming and I felt extreme pressure from the salesman and manager. Not completely understanding what I was signing I waived the implied warranty. Exactly 2 weeks later the car started having issues driving. My dad and I diagnosed it and replaced the Speed Sensor in the Transmission. 2 days later, on July 4th, the car broke down again while I was driving 50 miles from home. My dad and I reached out to the dealership only to be called names and threatened to get our ***** kicked. My dad paid $509 to have the car towed to the dealership. Motors Northwest took it to a transmission shop and was told the car needs a new transmission. The dealership told me I have to pay for this. I'm 18, a student and I have a job, and gave the dealership everything I have been saving. I don't have the $6000 the dealership told me it would cost. My issue is I have a piece of paper that I signed and the manager, *******************, signed where the first sentence states "that absent a negotiated waiver/ disclaimer there would be an implied Warranty of Merchantability meaning that the vehicle is reasonably fit, adapted for the purpose for which it is purchased, and will carry the passengers with reasonable safety, efficiency, and comfort." I interpret this statement to mean the car is reliable and I will be able to use it to go from home to school and work and back with no major issues. So how does two weeks of use support this statement? Why is it ok for Motors Northwest to treat me like this? I feel like they took advantage of me. Please help. Any help would be awesome. Thank you

  

  Business Response

  Date: 07/17/2023

  Dear BBB:
  This story that ************** tells is truly unfortunate.
  Although some of the information that he gives is true, his description of the events is inaccurate and deceitful.
  ************** did intensively inspect, thoroughly test drive,negotiate the figures and subsequently purchase a 23 year old car for the discounted price of $4995 after signing many used-vehicle disclosures.
  **************, and his father, did contact the dealership a few weeks later after attempting to fix the car. They were met with empathy, willingness to assist and agreement.
  When the Daviss demanded a full refund and were offered an alternative, for the dealership to partially participate as well as to get wholesale pricing on the work and their demand was denied, the threats of violence, promises of vandalism, and the foul language came immediately. A report was filed.
  Later, when ************** called and apologized, he asked for us to honor our original offer. We obliged.
  Upon inspection of the vehicle, it was discovered that the appropriate remedy is to remove and replace the transmission. When ************** was offered less than half price, he ended the conversation, again with distain.
  In closing, we pride ourselves in doing our best job when offering a product. We excel in assisting in the purchasing process. A we  have a standard of exceeding expectations after the sale.
  ************** has been unreasonable and contentious. We are still willing to assist.
  Signed:
  Motors NW Management Team 

  Customer Answer

  Date: 07/18/2023

   
  Complaint: 20330340
  
  I am rejecting this response because: the response Motors Northwest sent is a bold face lie. Look at the context of my initial complaint and Motors Northwest's answer, and again they are attacking me, an 18 year old buying his first car. My dad and I did look at the motor of the car and it looked really clean, we did look under the car and saw no leaks, and I was able to test drive it but only for a couple of miles. **** I asked the salesman if I could take the car out further or on the freeway I was told "no, head back to the lot, we have other people interested in this car. You need to make a decision now." This still doesn't change the fact that I only had the car for 2 weeks before it broke down and was completely undrivable. My dad and I only became difficult when JT, one of Motors Northwest employees, called my dad an  f...ing idiot and told him he would meet my dad halfway and fight him, and called me a smart ***, a punk, and other derogatory names. My dad and I tried to fix the problem ourselves without notifying the dealership but when the exact same problem happened 2 days later we reached out to Motors Northwest for help and were constantly told "we have no legal responsibility to do anything for you." At first I just wanted my car fixed but at this point I just want my money back. I don't want any ties to Motors Northwest.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/31/2022

  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.

  About 12/7/2021 my wife and I purchased a one year old 2021 ***** Colorado ZR2 Diesel with about ****** miles from Motors Northwest. The salesmen indicated the truck was under factory warrantee with at least 2 years remaining on the factory warranty. On 7/13/22 I took the truck to the ** dealer for warranty work for the level sensor inoperative for the DEF system. Level sensor was replaced along with the DEF controller, pump and tank, truck was in the shop 30days due to parts lead-time. Took the truck back to the ** dealership due to excessive DEF usage and leaking 1.5 weeks later. ** Dealership found out all the Emission system was removed by the previous owner and an illegal software hack had been installed to bypass the 6 sensors monitoring the Emission control system. Def was dumping on the ground due to missing injector and Emission control system. The ** Dealership stated due to the modification my factory warranty in now void, and I have a non-EPA and **************** compliant vehicle. The cost to replace all the missing pollution control devices is over $12,000 dollars. I contacted Motors Northwest about the issue and was told By T.J. repeatedly that they did not know the Emission system was modified and would not have sold near new truck in that condition. I did some research and found the Truck was purchased at *********** Action by Mortars Northwest, the auction sale listing indicated the altered Emission system. Motors Northwest knew the system was modified or removed and did not convey that to me at time of the purchase thus increasing their profit margin. I asked for Motors Northwest to purchase the Truck back or pay for the cost of returning the Emission system back to EPA, **************** and ** factory condition. I was refused. There only solution was to have a third-party mechanic defeat the DEF system and re-flash the computer.

  

  Business Response

  Date: 09/14/2022

  Hello BBB,
  Last year ************* purchased a beautiful truck in proper mechanical and excellent cosmetic condition at an exceptional price. Although his complaint is partially accurate, it is lacking in detail, contorts the facts and is a deceitful attempt to burden Motors NW with others mistakes. 
  The fact filled timeline is as follows:
  On 12/03/2021 Motors NW purchased the 2021 Chevrolet Colorado at auction. This truck was announced pre-inspected, green-light, altered emissions due to aftermarket exhaust.
  On 12/07/2021 the truck was pre-sale inspected here and all mechanical operations were verified in proper working order.
  On 12/11/2021 ************** visited the dealership, inspected the Colorado, took it for a performance test drive, negotiated the figures and purchased his truck.
  On or about 07/13/2022, seven months after his purchase, according to ************** and the Chevrolet dealer, the truck was taken into the dealers service department. At this time, the trucks emissions systems were inspected by a Certified GM Technician,and emissions parts were replaced. According to **************** complaint, the truck spent approximately a month there. Based on this, the expertise of the technician and the advanced technology of the trucks OBD system in combination with the dealers diagnostic tools, if there were missing parts or illegal software, if there was anything amiss, it would have been readily apparent during this visit and the manufacturer would not have authorized the replacement of parts. 
  On 08/11/2022,following a GM Certified professional repair, according to the ************************************* the truck was brought back in. At this time,according to **************** complaint, the truck was experiencing DEF spillage and it was missing its emissions control system.
  Subsequently,************** called our dealership describing his issue. Motors NW, out of good-will, offered to assist with reasonable, more cost-saving repairs. 
  Upon finally hearing back from the Chevrolet dealers service department, the diesel technician and service manager had been unavailable for over a week, Motors NW was informed that the truck had been removed from their service shop by **************
  Soon after,came this complaint.
  In summary,**************** truck and all its proper parts and functionality was inspected independently four individual times before the supposed discovery of modifications and or missing parts: Once at the auction, once here, by ************** and then by a Certified Chevrolet diesel technician.
  In conclusion,it is our confident contention that **************, the Chevrolet dealerships service department, or someone that he authorized to work on his truck did so improperly, rendering the current issues.
  In Closing, although **************** complaint is unjustifiably assumptive and accusatory using phrases like removed by the previous owner, illegal software hack, and my wife and I were deceived, Motors NW is still willing to assist with the repairs at a discounted rate or purchasing the truck back at the current market value.
  Respectfully, Motors NW Management Team

  Customer Answer

  Date: 09/21/2022

   
  Complaint: 17805849
  
  I am rejecting this response because:

  It is ironic that Motors NW claims my complaint lacks details and contorts facts when their response not only lacks facts but is also ripe with false generosity. 
  This truck was sold to us with a DEF delete which was not disclosed at the time of purchase. Its really that simple. Motors NW knew from the auction listing that the emission system was altered and failed to disclose it.  Auction listing additional info Delayed Title; Altered Emissions;Aftermarket Exhaust. The price of the truck was not exceptional by any standard and certainly not for an illegally modified DEF Deleted vehicle. 
  Motors NW refused to even give an offer to buy back the truck at the time of my complaint and their only offer was to have a third-party mechanic to defeat the DEF injection causing the leak. Overall, we are disappointed in the lack of integrity Motors NW has shown by trying to place responsibility on me and ***** dealership.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/24/2022

  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 8/13/22 we purchased a 2016 Kia **** from Motors Northwest. We were offered a warranty twice at two different prices, but declined and explained that we typically do our own auto repairs. We picked up the vehicle on 8/14/22. On our return home the check engine light came on. We drove the vehicle less than 40 miles. We checked the code and contacted the dealership immediately. We were told we would be contacted before the end of business Sunday 8/14/22. We were not contacted by Motors Northwest that day. On Monday 8/15/22 we called back. We informed Motors Northwest what the code was. We were instructed to try some quick fixes found online. None of this worked and we called again. The general response was "well you didn't buy the warranty" we asked to escalate from our sales person to the manager. After waiting about 2hrs for a response we sent an email on their website ******************* the sales manager returned our call. He apologized for the misunderstanding and said we could bring the vehicle back in the day and they would take a look. He also noted he had to do what would protect the dealership. We took the vehicle back to Motors Northwest on Tuesday 8/16/22 at 10am. They called back around 3pm 8/16/22 saying they had cleared the code and did not have any issues with the vehicle. Then ** added that he has had to have difficult conversation with customers like this before because they signed that they purchased no warranty. This is when we discovered that after we declined the warranty twice Motors Northwest had us "sign that we were not getting the warranty" this was actually us sighing away ********** states implied warranty that a used vehicle will operate properly for at least 30 days. Motors Northwest technically did nothing illegal, however their methods are deceptive and highly unethical. We picked up the vehicle, and the check engine light returned after roughly 20 miles.

  

  Business Response

  Date: 09/22/2022

  Hello BBB ********************* Representative:
  RE: ******** **********
  This complaint is truly unfortunate.Motors NW takes great pride in the quality of the inventory offered and the mechanical condition of the product, as well as its service after the sale. Our dealership strives to offer the best and to exemplify world class customer service.
  Although most of Ms.********** account of the events are accurate, it is lacking in content. The *** that she purchased was in excellent condition. Upon the discovery of the check engine light, Motors NW addressed the concern immediately. Although **************** is behind on production and the fix was simple, it seems that we let ************************ down. We were willing to assist. And, we still are.
  Respectfully, Motors NW Management Team

  Customer Answer

  Date: 09/22/2022

   
  Complaint: 17763543
  
  I am rejecting this response because:

   Motors NW did not address this concern immediately, it took 3 calls for them to agree to take a look. We were not offered a repair for the car other than clearing the code, which returned before it made it home. When Motors NW looked at the car we were told that the oil had been checked and was good. A week later, while still attempting to get the *** repaired, the engine blew out the crankshaft seal, necessitating a repair and an oil change wherein we discovered metal flakes in the oil. We are now stuck with an automobile in which the engine could seize and need replaced/rebuilt. I would argue that the quality of their inventory is poor and their business practices even worse, just based on my experience let alone the other similar complaints. If we had read any of those complaints ahead of time we would not have visited them, much less purchased a car. I do not recommend doing business with them. As of this writing, I believe the content is complete and that it was our experience that was unfortnate.
  
  Sincerely,
  
  *********************************