Complaints

This profile includes complaints for Arrotta's Automax and RV's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Arrotta's Automax and RV

  6623 N Division St Spokane, WA 99208-3939

  
• 

  Arrotta's Automax and RV

  PO Box 28460 Spokane, WA 99228

  

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:11/05/2024

  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.

  We bought a vehicle on 8/28/24 from this company with the knowledge that the car had nothing wrong with it. We were told that if it had a problem they would take care of it. My son drove it for about 2 weeks before it stopped working and we had it towed to our own mechanic and he gave us a list of what was wrong with the vehicle. We were told to bring it to their mechanic at the dealership. The car sat for 2 weeks with nothing being done. I called numerous times to try and find a resolution and ended up talking to sales people who would just transfer me. I finally went it and ended up communicating with the sales manager in which the communication about the car was non existent. He kept telling me he would get an update and never did. I finally went in and asked to speak to the general manager. We were able to come to an agreement in which I paid half for the cost of fixing the power steering fluid leak and then he said they would fix the ac compressor. We got the car back and not even a week later the car stopped working again. We had it towed to our mechanic and when he was checking to see what was wrong the ac compressor had fallen out and it damaged the radiator when it fell out. I went in to the dealership to get our plates and I had asked to get the number for the general manager and I was again met with someone else and saying they will communicate with him. I went in on 8/21/24 and when I called on 8/24/24 I was unable to leave a message since the general managers mailbox is full. I am not getting the communication I need in regards to the ac compressor getting fixed. When signing the papers I was told I was signing a paper for no additional warranties but turns out I signed to waive the implied warranty and that was never discussed. I feel like Ive been scammed with an awful car and they are not willing to keep their word.

  

  Business Response

  Date: 11/15/2024

  ******* did indeed purchase a vehicle from us on 8/28/2024.  when she bought the vehicle it was sold as is with no free work promised.  i had a discussion with her about the power steering leak and explained to her that i technically did not have to do anything as used vehicles are sold to every customer as is with no free work promised.  however i did agree to pay for 1/2 the cost to repair the power steering leak going above and beyond what i had to do.  unfortunately cars are mechanical and do have cost of ownership.  i have done what i told her i would do and i cannot and will not do anything further.  thank you for your time and i will consider this matter closed.

  Customer Answer

  Date: 11/15/2024

   
  Complaint: 22471162
  
  I am rejecting this response because:

  They never tried to communicate with me after we met when I went in since no one could return my phone calls. They said they would fix the ** compressor and they never did which resulted in it falling out of the car hitting the radiator on the way out. I tried numerous times to contact them but to no avail no one contacted me back. I tried calling but cant leave a voicemail since the mailbox is full and every person I talked to always said they would have the manager call me back. I still have no recieved any communication after going in 1 time to pick up the plates. We spent over $1700 to fix the car when it was something he said he would fix at no additional cost  

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

  

  Business Response

  Date: 01/10/2025

  again as i stated in my first response being copied here:

   

  (******* did indeed purchase a vehicle from us on 8/28/2024.  when she bought the vehicle it was sold as is with no free work promised.  i had a discussion with her about the power steering leak and explained to her that i technically did not have to do anything as used vehicles are sold to every customer as is with no free work promised.  however i did agree to pay for 1/2 the cost to repair the power steering leak going above and beyond what i had to do.  unfortunately cars are mechanical and do have cost of ownership.  i have done what i told her i would do and i cannot and will not do anything further.  thank you for your time and i will consider this matter closed.

  i have done all i said i would do and again i will consider this matter closed.

• Initial Complaint

  Date:09/17/2024

  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.

  On August 27, 2024, I brought my ********** Outlander to have recall-related service performed on the rear break calipers. The dealership then replaced the rear brake calipers without charge and offered to replace the rear brake pads for the cost of parts only. I accepted the offer and refused all other recommended service (There was no mention of air conditioning which was working very well at the time). The next day I discovered that my registration was missing from the dash compartment where it should have been ( I recall it being there prior to the service appointment.). In response to my inquiry, a representative at the service office denied knowledge of the missing registration, as did the mechanic when asked by the same service representative.More importantly, shortly after the brake service, I noticed a barely noticeable noise (hissing sound) when using the air conditioning. Today (Sept. 16, 2024), the air conditioner failed to function (only blowing out hot air) and makes a rumbling/grinding noise. I suspect the mechanic damaged my air conditioning system in a way to conceal his intervention. While I currently have no direct proof, the circumstances warrant an investigation. Should I acquire proof of tampering, then I intend to seek legal remedies and potentially file criminal charges.

  

  Business Response

  Date: 10/03/2024

  We are sorry to hear Mr ******** lost his registration..  Just for his information nobody at the dealership had any reason to remove.  

  As for the  his air conditioning only blowing hot air sorry to hear that also and again we had nothing to do with servicing his heat and air system we only touched the brakes.

  Glad to hear the brakes aren't an issue anymore.

  We will gladly take a look at the Airconditioning for him and see what's going on

  Sincerely,

  AAM

  Customer Answer

  Date: 10/10/2024

   
  Complaint: 22295708
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:07/09/2024

  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.

  Purchased 2008 **** Explorer on April 1 for $12335.91 including payment for vehicle, $8980.00, $1925.00 warranty, svc.stx$999.41, $document service fee$200 and title fee $231.50. Temporary plates valid until May 17, 2024. I was out of state the month of May and when I returned, still no plates or title. After repeated phone calls to dealership, I have still not received either or. The previous owners had joint ownership and only one signed the release. Therefore, I was sold a vehicle without permission of previous owners and after over 2.5 months I still cannot legally own this truck. Finally got temps til July 15 . Sales manager made comment when I went to get the extension suggesting he knew I had money and he'd take the truck off my hands as a trade in on a newer SUV. Not acceptable! I want my money back, in total. In addition, the battery was bad, they replaced it twice before realizing it needed an alternator, which I paid for. Then, consistent issues with the alarm system not shutting off and was undeliverable due to continuous alarm while driving. This was resolved after recoding the key entry code and discontinuing use of the alarm. I feel they were negligent in selling this vehicle because title issue and the additional problems I've incurred. I feel a refund is the only way to resolve this matter.

  

  Business Response

  Date: 08/01/2024

  So sorry this took a bit to get resolved, however it is resolved and the customers plates are here and title soon to follow..

  Thanks

• Initial Complaint

  Date:07/08/2024

  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.

  Less than 1 year ago I purchased a vehicle from Arrottas Automax in Spokane, **. The one item that made the deal, was the warranty that came with the vehicle, even though it did raise the cost of the vehicle it gave us the piece of mind we needed to go ahead with the purchase. Immediately we started having troubles with the vehicle and over the next 11 month it was in the shop 6-8 time. Each time except one time did the warranty cover the problem. In May 2024 the vehicle started having issues shifting and so I reached out to the dealer and was offered a loaner vehicle while my vehicle was diagnosed and fixed under warranty. In June 2024 a loaner became available. I brought the truck in to be fixed. I was told approximately 2 weeks later that the warranty work was denied by the warranty company due to the vehicle being modified, even though I have done nothing to the vehicle. I have found that the dealership made a mistake while setting up the warranty by not marking a box that it was a modified vehicle. The dealer is now requesting thier car back and I pay the full price for the work to fix my truck. I've been told one thing by the warranty company and one thing by the dealer. I have also been told now that I didn't have permission to take the loaner vehicle. But have text messages with the dealer and loaner paperwork from the dealer. I have spent over $6500 bringing my vehicle to the shop. I live very remote and a trip to the shop is a 1-2 Day stay in a hotel. It is also my only vehicle and is vital to my family's survival. The vehicle is a truck and we live off Grid and haul our own water for the time being. I need this business to make right on thier promises. Because they didn't add the proper warranty to the truck which I paid for I am now expected to pay for a new transmission out of pocket. They made the mistake.

  

  Business Response

  Date: 07/22/2024

  ********* Automax & Rv have made some concessions to do our best to take care of this customer.  Even to the extent of paying for an additional sur-charge to help ensure the trucks warranty is valid for future claims made against the vehicle, however will be up to the warranty company to approve such claims not AAM.

  Customer should be happy at this point as we went above and beyond to help the situation and the customer has agreed that they will take care of the current transmission problem at their own expense..

  AAM

• Initial Complaint

  Date:06/29/2024

  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.

  May 24, 2024, my son, *************************** and I went to the car dealership to buy a car for me. My son, ******, had just purchased a new vehicle from this dealership in March 2024. He had a good experience. We were shown several vehicles by ****, who is a new salesman. He was great. Eventually, we settled for a 2020 ***** Equinox. We went inside the dealership and started filling out papers etc. **** took our information to ****, who is the financial person. Finally, **** met with us and told us Capital 1 would finance. My son and I are cosigned together for the vehicle.JUNE 13, ****** received a text from **** that said there is an issue with Capitol 1 and that we owe C1 $1700. ****** called me and then I called Zaid to ask what was going on. He said we owed C1 $1700. I said" can you send me the documents that say this. And who owes it me or ***." **** said he didn't know and he didn't have a number. I text him later and requested the paperwork so I could call my bankruptcy attorney on if I had any C1 cards discharged. And I know *** did not owe C 1 anything. I didn't hear anything from the dealership until I text **** on the June 19. He said I'd need to call C1 .I called C1 on June 20th and talked to a representative who told me they sent back the loan papers June 13 because They owe C1 $1720.23. I said "what?" He said the dealership needs to get square with them, and they'll take our loan. I immediately called the dealership and talked to *** who said he was the manager. I told him all what C1 said. He looked at his emails and said he saw that they owed $ and would pay for it immediately. June 25 I had still heard nothing from dealership. I called, and was told they'd have **** call me. June 26 I text **** he said he didn't know what was going on and he'd have **** call me. Needless to say, ***** has called me or *** as of today. WE both did receive another credit acceptance by **** bank that was set out on June 13. I want this settled so I can pay .

  

  Business Response

  Date: 07/01/2024

  Hello,  there was some obvious confusion on this file.  we have talked to Cap 1 and the issue is now resolved.  sorry for the inconvenience on this matter.  Thank you, ******.

• Initial Complaint

  Date:02/14/2024

  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 corresponded with ***** and set an appointment with him, upon arrival he didnt seem to know me? Asked my name and about my vehicle for trade which Id already given him. Test drove and picked a vehicle, the back and forth with the trade value was odd as Id already given him my numbers and he said what if I can get you that? I was given 3 black book best value but what I found odd was I noticed in condition they marked rough my **** Maverick was new and only had ***** miles in excellent condition so I pointed that out and ***** ran out and came back immediately with a higher trade in value so that seemed sneaky to me! I also didnt care for ***** telling me that on this deal he would only make $175, that is not appropriate too say to a customer. He also kept reiterating that customers dont usually get money back on a sale. I feel because it was towards closing very rushed, when the vehicle was taken to the bay I thought they would do a new sale clean up/wash/detail but no all ***** did was lay down the floor Matts and put my temporary window sticker in the back window. He didnt even remember to give me my binder or second key, I had to ask for it.Signing with the finance *************** of course they try and sell you all sorts of other things but I also wasnt given my warranty paperwork or anything to show the free oil changes for life ***** and ****** said I was getting? Nor did I get my check, ***** stated they had to verify my title was real first and then it would be mailed! I asked for certified return receipt as it was a high amount and my carrier doesnt always give everybody the correct mail he agreed but that isnt how it was sent? I would have thought the finance person **** would have filled me in? I had other questions about my new vehicle as ***** didnt go over everything but asking him seemed like I was being a nuisance to him. I dont feel like a valued customer, *** contacted the dealership several times to no avail?

  

  Business Response

  Date: 02/29/2024

  Sorry to hear ********************* was not satisfied with her experience at the dealership.  **** address with ***** not knowing or remembering his customers **** me when she showed up.  This is very surprising to hear this report about ***** because usually he is very caring and professional with all his customers.  ***** not appropriate to disclose what he was making for selling the car but most likely was just trying to illustrate to ***** that he was trying and had reached his limit of any further negotiation because he was at the end of any further negotiation or maybe he felt he a strong enough relationship with ********************* that he could be completely transparent and open that he really wasn't making much.  

  As for the trade being valued at a number then ***** running back with another number I know exactly ehat happened here.  The dealership put a number on the trade what they thought it was worth and ********************* wasn't willing to accept that and so the sales mgr. made a call to a **** dealer and was able to get a stronger bid for the car and ***** ran back to tell bher because he was excited that he was able to get some help on the value.  This should not be strange to ********************* because what happened is exactly wat happened and the dealership even explained to ***** this is what happened.  

  As for the lifetime oil changes nobody gets paper work for this, as it is 3 oil changes per year for as long as the customer owns the car at ********************.  This is a gratuities to all of our new car customers along with lifetime car washes when the customer comes in for service work at *********.  This is clearly spelled out on the website and is clearly posted throughout the dealership.

  As for the customer having to wait for us to make sure the title was clean before issuing a check.  I can understand the customers frustration here but with all the fraud going on these days we must protect ourselves and make sure especially when it comes to titles that the consumer owns the vehicle along with checking for liens etc..   Unfortunately the customer in many instances reaps the repercussions of having to be delayed while we ensure all is good.

  We will reach out to ********************* and try to make sure she is serviced in the utmost professionalism to ensure she has a long and enjoyable experience with her new Mitsubishi..

   

  Customer Answer

  Date: 03/01/2024

   
  Complaint: 21290602
  
  I am rejecting this response because:Sorry to hear ********************* was not satisfied with her experience at the dealership.  **** address with ***** not knowing or remembering his customers **** me when she showed up.  This is very surprising to hear this report about ***** because usually he is very caring and professional with all his customers.  ***** not appropriate to disclose what he was making for selling the car but most likely was just trying to illustrate to ***** that he was trying and had reached his limit of any further negotiation because he was at the end of any further negotiation or maybe he felt he a strong enough relationship with ********************* that he could be completely transparent and open that he really wasn't making much. 
  

  **Like I stated didnt feel like a valued customer to date, ***** has not followed up with me on anything? I dont understand the response **** when I arrived? He couldnt have a strong relationship with me as he didnt even know me. Excuses shouldnt be made, it is what it is!

  
  As for the trade being valued at a number then ***** running back with another number I know exactly ehat happened here.  The dealership put a number on the trade what they thought it was worth and ********************* wasn't willing to accept that and so the sales mgr. made a call to a **** dealer and was able to get a stronger bid for the car and ***** ran back to tell bher because he was excited that he was able to get some help on the value.  This should not be strange to ********************* because what happened is exactly wat happened and the dealership even explained to ***** this is what happened.  
  

  **As stated the offers were marked rough and when I pointed this out is when the offer rose to a number I was willing to accept.

  
  As for the lifetime oil changes nobody gets paper work for this, as it is 3 oil changes per year for as long as the customer owns the car at *****************************.  This is a gratuities to all of our new car customers along with lifetime car washes when the customer comes in for service work at *********.  This is clearly spelled out on the website and is clearly posted throughout the dealership.

   

  **I was not TOLD about the car washes? Nor did I have time to look around the dealership being rushed and why would I look at the website. Just saying that being rushed, so much wasnt done nor told to me? Sad to see this owner responding in an angry manner instead of resolving as I have not been contacted as stated other than a recorded voicemail!

  
  As for the customer having to wait for us to make sure the title was clean before issuing a check.  I can understand the customers frustration here but with all the fraud going on these days we must protect ourselves and make sure especially when it comes to titles that the consumer owns the vehicle along with checking for liens etc..   Unfortunately the customer in many instances reaps the repercussions of having to be delayed while we ensure all is good.
  We will reach out to ********************* and try to make sure she is serviced in the utmost professionalism to ensure she has a long and enjoyable experience with her new **********..

  **Not happening, I dont believe they care to make sure I have an enjoyable experience, its been frustrating. It also wasnt mentioned here about my vehicle warranty which was one of my main issues? The finance person emailed a hand written note not breaking down what my warranty covers and thats all Im looking for? ***** stated I would receive it, if I didnt in two weeks let him know and I did then he abruptly said youll get it from ********** and I havent! Why is it so difficult? I even wrote to ********** to know avail. *** sent two messages to the dealership to know avail. I wasnt told by finance that there would be a hold to check the title? So, it seems Im still not getting the warranty paperwork!
  
  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/20/2024

  The manufacturer warranty info is in the customers warranty manual, which she received.  The frustration from the owner is that she has no idea of how far above and beyond we went to maximize the trade value to make the deal.  She is correct that we were evaluating the trade for much less than we ended up giving her and this is totally because that's where we thought we needed be if for any reason we needed to sell at the auction if we had for over 30 days.  But, we made several calls and found a dealer willing to pay much more than we were and actually sold it to them.  Which in turn enabled us to give ***** what she wanted.  So the frustration is from the customer just not understanding the work that was put into to make the numbers work for us only to be bashed  at the end of it all.  As for the lifetime warranty and oil changes the customer can go onto our website and review the details.  But again will explain:  The lifetime warranty is a third party (care guard) and the customer can exercise this warranty at most dealerships providing they are at least a ASE certified shop.  The customer should get something (welcome package from Care Guard) we do not provide! (it isn't our warranty).....  The lifetime oil changes (spelled out on the website) is limited to three per year and must be done at and only at ********************....  Same with the Lifetime car washes at ********* service center when consumer brings in for service.. 

  We hope this helps!!!

   

  Customer Answer

  Date: 03/21/2024

   
  Complaint: 21290602
  
  I am rejecting this response because; well  you can see the attitudes Ive been dealing with at this dealership and I dont think Ive bashed them whatsoever as *** tried and tried to contact them about the warranty paperwork ***** promised I would receive. I have not been given a warranty ******! It was never explained to me that the lifetime warranty is a third ********** Guard? As far as me not knowing how far and above they went for the trade had nothing to do with this if theyd payed attention to what ** initially stated, I was only pointing out that they were giving me a price with saying my trade was rough when indeed it was not!  The communication was poor and they are being rude about my questioning things that werent spelled out. This is outrageous that they are treating me this way when their the ones that ignored my attempts in contacting them about the situation. Itd be great if this owner could take accountability instead of attacking the customer.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/13/2024

  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.

  Bought my car from them. Wasnt provided with the extra stuff I bought. Sold my car so I tried to cancel my warranty. Ive been trying to cancel my warranty since October. Every time I call to get my money back they say we will call you back and they dont. What they are doing it wrong!

  

  Business Response

  Date: 02/29/2024

  Sorry to hear ************** hasn't received his cancellation.  As explained to **************, there is a process for this to be done.  Usually can take 4 to 6 weeks as once the cancellation is sent to the warranty company the warranty company then sends the refund back to us and we refund at this point to the customer.  While I understand this can be very frustrating and takes time we the dealership are at the mercy of the warranty company to refund the monies before we can get it back to the customer.  Again sorry to hear the customer had a hassle with this and hope only the best for him and if he needs anything else please reach out to us, we are here to help.

  Sincerely,

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

• Initial Complaint

  Date:12/06/2023

  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 11/14/23 we purchased a 2013 Diesel truck from MAX ***** the truck engine stopped working 9 days later. I spoke with the sales manager at the lot who said that If we got the truck there they would look at it but also said that it was as is, I have not yet taken it there but I have spoken with another dealer service manager here locally and they informed me that the reason it broke down was that all the emissions components have been illegally modified (Deleted), which puts much strain on the engine for various reasons, That was news to me. None of this was disclosed prior to purchasing the vehicle from Max **** even more on that, it is against federal Regulation to resale a deleted diesel truck and is also a punishable offense, and the *** can, once again, press charges and this can accompany severe federal monetary fines. I do not want to cause big issues for the lot but I do want a replacement vehicle or my money returned.

  Customer Answer

  Date: 12/08/2023

  Update, The truck was trailered to Max **** this morning and they have agreed to look at it but nothing further at this time. The paper agreement states Diagnosis only not free work promised.

  Customer Answer

  Date: 01/05/2024

  ******* AutoMax has not responded that I can see to the BBB complaint and The Truck has been at the dealership for a month now, since they said they would take a look and possibly come to a resolution. The Owner ********************* asked for a meeting to resolve the issue then he stopped responding to any communication Attempts from us. Seems as if The Dealership is unwilling to negotiate a resolution on this issue. 

  

  Business Response

  Date: 01/10/2024

  The vehicle in question was sold to *************************, not *************************** that is on the complaint.  I do believe after talking with ***** however that ****** is ******* mom..

  Either way in response to the complaint and the reason for the late response is after talking to ***** and explaining that the facts and law statutes stated, that they just are not at all the way the laws read and that he (or ******) has been miss informed by another dealer service Mgr. as to the legality of selling a truck that has been modified or emissions deleted.  I further explained to ***** that there is no emissions in the state of Wa. any longer and that what we could not do was delete ourselves or have deleted for us, then resell.  This is not the case with this truck and was taken in on trade through our company with the modifications and deletes the exact way ***** bought the truck.  In addition for ***** to claim he had no idea of the truck being deleted or modified is very hard to believe as the truck is completely modified and apparent to even the most untrained eye.  

  In addition to this we strive very hard to be completely transparent with our customers and even go as far as to encourage the consumer to take the vehicle and have inspected by their own mechanic to make sure they understand that the vehicle is being sold "as Is" with all faults and conditions of the truck.  We had ***** also sign a form in this regard especially because this was such a modified truck and wanted to make sure he was sure of his purchase and encouraged him to have inspected. Please refer to attachments.... 

  Last but not least when ***** bought the truck there was nothing wrong with the motor and while it is unfortunate that something happened to it 9 days later, as you can see in his own admission the truck was fine until it wasn't.  That is not something that we have any control of i.e., how it was driven, was it towing, etc..  however as I explained to ***** we will do our best to try and minimize his expenses by parts and labor discounts as best as we can.

  Sincerely,

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

  Customer Answer

  Date: 01/10/2024

  This is true, I am not the legal owner of the vehicle but have the consent from ***** to speak on his behalf. ***** has tried for a couple weeks to get a meeting set up with ********************* and has had a very difficult time getting any communication. Also there has not been any offer of discounted labor or parts for repair, They did send him a repair quote for $17,545.23 which is an insane repair bill after having the vehicle for only 9 days. I Have also been in contact with **************** Attorney General *********************** to assist with this matter as well.   The **************** Attorney General disagrees with ****************** on the contractual agreement.  as is sticker in the window of a car or a signed waiver is not sufficient to waive the implied warranty. Every vehicle sold in the ******************* has an Implied Warranty and on this Implied Warranty needs to outline any disclosures of a vehicle concerning the modification and the deleted emissions controls ect, A pre printed Implied warranty alone is not sufficient of a disclosures or negotiation. If a customer has major problems with the vehicle, then the dealer is obligated to meet the customers request for repairs or repayment of the purchase price. The Deleted Emissions are not legal to operate on public road way and are governed by the *** and the Federal ****************************, Whom I have also been in contact with. We want nothing more than to come to an acceptable agreement for both parties but as the days pass this seems to be a diminishing opportunity.  

  Customer Answer

  Date: 01/10/2024

   
  Complaint: 20968195
  
  I am rejecting this response because:
  This is true, I am not the legal owner of the vehicle but have the consent from ***** to speak on his behalf. ***** has tried for a couple weeks to get a meeting set up with ********************* and has had a very difficult time getting any communication. Also there has not been any offer of discounted labor or parts for repair, They did send him a repair quote for $17,545.23 which is an insane repair bill after having the vehicle for only 9 days. I Have also been in contact with **************** Attorney General *********************** to assist with this matter as well.   The **************** Attorney General disagrees with ****************** on the contractual agreement.  as is sticker in the window of a car or a signed waiver is not sufficient to waive the implied warranty. Every vehicle sold in the ******************* has an Implied Warranty and on this Implied Warranty needs to outline any disclosures of a vehicle concerning the modification and the deleted emissions controls ect, A pre printed Implied warranty alone is not sufficient of a disclosures or negotiation. If a customer has major problems with the vehicle, then the dealer is obligated to meet the customers request for repairs or repayment of the purchase price. The Deleted Emissions are not legal to operate on public road way and are governed by the *** and the Federal ****************************, Whom I have also been in contact with. We want nothing more than to come to an acceptable agreement for both parties but as the days pass this seems to be a diminishing opportunity.  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 02/03/2024

  I had a meeting with both ****** and her son *****...   I believe we have at this point come to a resolution and have offered to help with the cost of the repairs to the vehicle..

  Sincerely,

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

• Initial Complaint

  Date:10/24/2023

  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.

  We purchased a 2022 Outlander on Sept 5th. When it arrived it had **** more miles on it than we were told. There was an undisclosed dent under passenger door handle, they didnt Make a copy of paperwork. They mad a mistake with my name, forcing me to take time off of work and pay to mail correct paperwork back to them which they said they would reimburse. The vehicle arrived without a spare key, flat tire repair kit, and owners manual. To remedy this we were told they would overnight express paperwork, warranty, manual,spare key, tire repair kit and paperwork. We have made multiple phone calls and texts to try to rememdy these issues. Our 45 day registration has now run out. ******* does not issue a second temp registration so I legally cant not drive this car. We paid ***** for this car. We have been unsuccessful in contacting anyone to find out status of promised items and most importantly registration paperwork to register this car in *******.

  

  Business Response

  Date: 11/09/2023

  Very sorry to hear that ********************** experience did not go as we expected.  With that being said, I hope that ********************** realizes the more than fair deal I made him, as the car he purchased with the package this particular car had is a very rare find.  I did not see the dent under the door handle, and even if I did this was a used car not new and the dent had to be rather small..  I never promised an owners manual, tire repair kit, or second key.  However when we were made aware of this we didn't argue but told him we would order the items...  Which we did and have since sent to **********************...  In addition to make things as easy as possible we delivered the car to his home 4+ hours away saving him time and fuel.  Plus we sent ********************** an $800 check back to compensate for the detail and key missing.   Again sorry ********************** feels we did him wrong in any way and hope the situation is remedied....   

  Sincerely,

   *********************

• Initial Complaint

  Date:10/13/2023

  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.

  Bought a truck from them and put only **** miles on it in three years and it keeps dying on me and you wait awhile and it starts back up.Took it into their repair shop and they told me I need to put a new motor into it. I need it repair or bought back by them. With loan interest paid over 20 thousand for a truck that was a lemon from the start.

  

  Business Response

  Date: 11/09/2023

  Sorry to hear that ****************** is having issues with his truck.  ****************** bought this truck June of 2020 and at that time bought a 2 yr ****** mile extended service contract..   The vehicle was sold AS IS through ********* Automax and is why we encourage a service contract, which in fact he took our recommendation and bought but unfortunately brought the issues with the truck to our attention well after the contract expired.  In addition when ****************** brought the truck in he refused to let us diagnose the issues said he knew what it needed and to replace the oil sending unit switch..  We did this and did not fix his truck so did a free diag. and determined the low oil pressure was most likely a bad motor and that we needed further diag which he refused to let us do.  Surely ****************** after almost three and a half years from the purchase does not expect us to be responsible.

  If ****************** wants our help fixing his truck we are more than willing to help him with discounted parts and labor.  

  Sincerely,

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

   

  Customer Answer

  Date: 11/09/2023

   
  Complaint: 20730907
  
  I am rejecting this response because:The problem started right after I bought it. A month after I bought it, it would stop and turn on the oil pressure light on and shut the truck down.I would check the oil,it would be fine. Then after about 10 minutes it would start up and run again for around 6 to 8 months. So about 4 months ago I got onto the net and found hundreds of **** owners with the same problem. Most all of them,some mechanics, all said the same thing change the oil sending unit,even their repair staff said that sounds right so I had them replace it. After a couple months it did it again,so I took it back to them and they said it could be a bad one again,but they'd diagnose  it and when I returned they told me engine needed replacing. Only **** miles put on the truck and now they want ****** more dollars to fix it. Unreal. And as I told him when he called me and harassed me about saying I was calling the BBB because  I wasn't happy with having to buy a engine after only putting **** miles even if it had been 3 years. I also said that I was wrong about the oil sending unit only proves that he sold me a lemon from the beginning since the problem started 3 months after I bought it. Of course he hung up after that.I also  got onto a complaint site on Spokane Auto dealers and their at top of the list. And not a good list.There are lots of complaints of this kind and worse. My next step just might file a complaint with the Attorney General.Also looking into lemon laws, I might be able to file because of only having **** miles on it.

   

   

   

   

   

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