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:04/29/2025

  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 2023 Mazda Cx 5 from NATIONAL auto plaza in Sandy on March 7th and was told the key fob was low on battery. My sales person ****** said he would replace the battery, but then he said their service center was closed for the day. On Tuesday March 10th they replaced the battery but the sensor still had an error and I still have to hold the key close to the sensor to turn it on. I called the following Saturday to let my sales person know there was still an issue with the key fob, he said he would let his service center know and they would schedule an appointment. No one ever called. I called and left various messages throughout the month. Then my tires started getting low in air so I had to replace four tires, the tire shop said there was a nail in the front driver side tire the was on the side wall and so unrepairable. I had the new tires put on on Monday April 28th, the technician said that the wheel on the passenger side was bent and would need to be replaced. The car fax did show an accident on the left rear but the bent wheel was consistent with someone hitting something hard with the front passenger side wheel which was not disclosed to me. The hub cap shows some damage as well. When I purchased the car there was a bumper to bumper warranty included in the sale but when I called the service station they said I would have to talk to my sales person as the bent wheel and key fob sensor issue is something they would have to work out with me and not included in the warranty. Now I will have to spend thousands of dollars to repair a car that I just bought( and put down a large down payment on) under the impression that it was relatively new and all the damage of the one minimal damage accident had been repaired. I dont know how I am going to afford to get this car into working condition and feel the sales person was not honest about the state of the car when he sold it to me. I dont yet have an estimate on repairs. I have an appointment with Mazda on Sat

  Business Response

  Date: 05/05/2025

  The customer was told it would need to go to the manufacture because it needs an update on the vehicle and can only be done at the manufactured dealer.

• Initial Complaint

  Date:03/29/2025

  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.

  March 8th 2025
  We bought a car from here and traded in my jeep. I stated to them I owed 6500$ for my jeep and we settled on 10000$ trade in so they would pay my jeep off and I would get 3500$ down payment. We bought a Honda accord 2020. When we went to sign they added on 3000$ on the asking price after we agreed on a price. We caught it and they acted like they would have caught and didn’t mean to, this seemed off but we let it go. A week and a half later, I was driving the car and it broke. I have a 4 year warranty on top of it being a decently new year of car and should not be having issues I contacted them and was pushed to the side and told “ I hope the warranty will even pay for this.” Then a couple days later they called me and said I had to pay them 1900$, because the bank for my jeep said I owed 8400$. This was not the 6500 $ we had agreed on. I knew this was wrong so I went to the bank and they told me that they told them, the pay off was 6431.21$ which is what I told them originally. I emailed it to them and they called a day later asking for the 1900$. I told them to check their email, it wasn’t right that they were asking me to directly pay them 1900$ when in fact I told them the right pay off amount. They blew me off and I felt like they didn’t care. They said “oh sorry I will make sure we don’t send you to collections then” I feel like they were just trying to make more money off me and not even worried or validating that my car is broken that I just bought..

  Business Response

  Date: 04/02/2025

  I have spoken with all parties involved and looked at all the paperwork. I cannot see the price discrepancy that you stated, nor see where that was changed. I do however see where the trade amount discrepancy was made. It looks like it was entered on the contract as a lesser payoff. Not a lesser price on your trade. This made the new vehicle you financed less also. Had the correct payoff amount been entered on the contract, your financed amount would have gone up $1900.00 It is also stated on the contracts and payoff agreement that you signed, that if it is incorrect for any reason you are responsible for the amount due. In speaking with management, they have agreed to correct the error in your favor. Sorry about the confusion and miscommunication. This has been handled.

  Serelle

• Initial Complaint

  Date:10/09/2024

  Type:Sales and Advertising 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 buy a 2016 Honda Accord from this dealership. They saw me a Savage title vehicle. They sold me the vehicle as used new. But the vehicle is Savage. This vehicle have been in the accident before but the dealership told me that this vehicle never have any accident. Not the vehicle started falling apart

  Business Response

  Date: 10/14/2024

  This vehicle was purchased in 2022. The title is not salvaged, it is clean and clear. As to the vehicles current condition after 2 years, I cannot attest to that. 

• Initial Complaint

  Date:10/07/2024

  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.

  In July 2023 we purchased a 2018 **** F350 pick up truck from National Auto Plaza at the time we told the Salesmanager **** that we wanted a FULL BUMPER TO BUMPER Warrenty and HE TOLD us that is what we got. Last Thursday 10/3/2024 we took our truck into another dealer for some warrenty work and they stated we only have a comprehensive warrenty and it will nopt cover the things we need to have fixed. We have been arguing with National Auto Plaza and ******************** and apparently accorrding to *** they sell the BUMPER TO BUMPER warrenty for our truck for $3600.00 and National auto plaza sold us a lesser warrenty for $7583.00 and only gave us the warrenty that *** sells for $1500.00 They are unwilling to do anything for us and now we have a useless warrenty and cannot have out truck fixed even though we paid $7583.00 for it. more than 5 times what we should have paid. The ** at National will not talk to us, take our call or call us back at all.

  Business Response

  Date: 10/14/2024

  There are many different warranties offered depending on the vehicle, mileage, accessories, lifts, and use. These all make a difference on what is offered and what the cost is. Not every vehicle or loan will qualify for every type of warranty offered. We never offer or say bumper to bumper with our warranties, because nothing covers bumper to bumper. As far as the cost for the warranty, I am not sure where they came up with that number. You would have to refer back to them

• Initial Complaint

  Date:08/10/2024

  Type:Sales and Advertising 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.

  Charged my bank more for my car than an agreed upon price.Went to a different credit union than a verbally agreed upon one first, potentially hurting my credit They did not give me my loan documents, on usb, or a receipt Only told me a monthly payment not the final amount for the car before financing it I told them I wanted to take this to a third party mechanic before buying, and they went with the purchase anyways.I went to a third party mechanic, they told me what needed to be fixed, I took it to them and they just cleared the codes, and not fixed the problem.Tried to hide that there was two minor accidents, and play it off as one.I did not get any paperwork from this except my carfax report Should have only paid ****** plus interest, maybe slightly more with gap and the warranty, not what they charged my bank

  Business Response

  Date: 08/12/2024

  ***, As you physically signed documents you would not receive a USB. You would have received paper copies along with your temporary permit. If you need copies, you are welcome to come in and we can supply you with them. You agreed upon price was $15977.00. You purchased warranty, gap and with dealer fees, taxes and registration that will increase the bottom line and financed price. You signed a Motor Vehicle Contract of sales, stating that you would like us to arrange financing for you. With this we will try and find the best rate available for your credit and vehicle type. You are financed with *************************** You also signed the Buyers Guide that states the vehicle is as is no warranty and states that you can take before purchasing to a mechanic and that is could have damages. They are all listed on the form. The carfax report is listed on our vehicles online and are available at you leisure. We do not hide anything.

  Again, if you need copies, please come in.

  Thank you *******

• Initial Complaint

  Date:09/18/2023

  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 bought a truck from these guys on sept 6 2023 it is a 2006 Chevy 1500 they told me it had the z71 off roading package well that means it would have 4 wheel drive so it would make the price of the truck go off it has no buttons for 4 wheel drive and no rear differential if you guys could help me resolve this that would be great

  Business Response

  Date: 09/19/2023

  This customer is not in our system. We would need documentation to show he purchased this vehicle from us.

  We have no documentation listed for him

• Initial Complaint

  Date:01/09/2023

  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 June 24th of 2022 I financed for a vehicle through national auto plaza in ****** ****..I couldn't get approved in my name so it was approved in my brother's name. The check engine light was on, I took it to auto zone received a printout saying it needed a catalytic converter and it had a gas tank deformation. It took the paperwork back to nap and was told by ****** who was my sales associate that It wasn't a safety issue! Every time I put gas in the car it would not want to start up and actually wouldn't start while I was at the gas pump! I called ****** immediately and she said that she would have the shop in sandy call us and let us know when to bring the car in! After numerous calls as to when that day finally came on aug. 26 th of 2022. ****** told us they would take care of the problem as she knew I needed this vehicle to get to and from work! Got to the shop only for them to say there was a recall through **** on my ****************** regards to the issue( gas tank deformation).. contacted **** not true! Nap would not fix the problem ..car broke down went back they said it was my car and there was nothing they could do! These people don't care and are selling honest people cars that have major repair issues! Was told we could get refinanced for a different vehicle total waste of time and lost wages from work! Spent time at both locations being told we could get refinanced for something different! All lies now I'm stuck with a car I can't afford to repair! These people need to be shut down before they get somebody hurt or killed by selling unsafe cars!

  Business Response

  Date: 01/09/2023

  The vehicle was purchased in May. On 06-28-2022 you brought the vehicle in to use in regards to a seat belt concern. At that time we replaced the center seat belt and did not charge you. We did not see the vehicle again until 08-30-22, you stated that when you accelerate there was a rattling noise. We checked the vehicle at that time and found the tensioner belt was worn and causing rattle. at that time the water pump, THERMOSTAT and serpentine. This was done under the warranty. We do not have record of any other concerns at that time. YOU HAD BROUGHT THE VEHICLE TO National Auto Plaza FOR REPAIRS TWICE AND BOTH TIMES YOU WERE HELPED AND REPAIRS WERE DONE ON THE VEHICLE. You bought a vehicle, a used vehicle. We do our due dilegence to make sure that the vehicles are in good working order. In no way would National put anyone in ***** way. The issues you are bringing up are not a safety issue. You are more than welcome to have the shop look at those issues and see if they would be covered by your warranty, if not you would have to pay for the repairs.

  Customer Answer

  Date: 01/14/2023

   
  Complaint: 18709051
  
  I am rejecting this response because: I never had a issue with the seat belt nothing in regards to a seat belt was never replaced! I had the vehicle towed when it broke down to your shop in sandy..u never ever did any repairs on my vehicle! I brought paperwork to your ****** office and gave to ****** as to what needed repaired! That was 3 days after I got the vehicle! I was told u guys wouldn't do anything and the car was mine and I was responsible for all REPAIRS! I do have a witness who was with me from the time I was at *********** shop in sandy who can verify everything that was said to me and was also with me in ****** when was told it was not their problem and I was responsible! So nothing u r saying in your response is true or accurate! No repairs were ever done! 
  
  Sincerely,
  
  ********************************

  Business Response

  Date: 01/17/2023

  Do you have documentation of any sorts? We do everything with signed and dated documention. If you have this, please provide it. 

  If you do not have it, I cannot further assist you. We have repaired items on this vehicle after ********** to you. The vehicle is AS-IS per our contract that you signed. This was agreed upon at the time of delivery.

   

• Initial Complaint

  Date:10/14/2022

  Type:Sales and Advertising 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.

  Business sold us a car that had not been put through the shop. It has had electrical, sensor and engine failures within the first week of purchase. A warranty was added to the price of the vehicle without my knowledge.

  Business Response

  Date: 10/17/2022

  The concerns you had in regards to the electrical were addressed with you after the purchase and was advised to take the vehicle to **** for an open recall. We also for customer service had the service department do further inspections and make sure the vehicle was in proper working order.

  As to the warranty being added without you wanting it? You signed a Motor Vehicle Contract of sale that shows the warranty and is clearly disclosed with the purchase amount, it is also on the Agreement to provide financing and additionally you signed the warranty contract itself. All 3 have signatures and were disclosed to you.