Complaints

• Initial Complaint

  09/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was trying to do business with Westland auto in ****** on Belmont and I received an inappropriate email from a guy named ****** that said I dont bite unless you want me to. That was a few months back. Today I tried to reapply but asked for someone else to help me and a manager from there called me and said that they didnt think that I would be a good fit to get help from them since I didnt understand their sense of humor. I thought that was wildly inappropriate and I feel like it was discrimination against me from getting a car because I wasnt OK with their inappropriate behavior and I just want to report them and maybe get some kind of a resolution out of this so that they dont do that to other people.

  Business response

  09/13/2024

  ****,
  
  We understand your concerns regarding the recent interactions with our dealership. We apologize for any confusion or offense caused by the automated email response you received from our system. We recognize that humor can be subjective, and we regret that it was not received well in your case. The message was intended to be lighthearted and showcase the friendly atmosphere and playful professionalism we strive to maintain.
   
  When you reapplied, we reached out to express our appreciation for your continued interest. However, given the previous misunderstanding regarding our playful professionalism and lighthearted approach, we felt it was important to be transparent and ensure that you felt comfortable with our way of doing business. We didn't want to place you in a situation where our playful interactions could potentially lead to further discomfort.
  
  We understand your decision to file a complaint and thank you for sharing your experience. We want to assure you that we value all potential customers and strive to provide a positive experience for our Members. This is the reason why we wanted to watch out for your best interest and prevent our approach from ever putting you in a position where you felt stuck at a business that does not have the style of professionalism that you appreciate. We regret that our efforts to watch out for your best long-term interest by being upfront and avoid any potential misunderstandings were not perceived as such.
  
  We thank you again for taking the time to share your experience and wish you the best in finding a dealership that aligns with your preferences.
  
  Sincerely,
  
  *********************
  Westland Auto
  
  

  Customer response

  09/13/2024

   I am rejecting this response because:
  I feel as though they were in the wrong and instead of taking accountability and having another worker help me they pretty much disregarded what I had to say and discriminated against me because I wasnt ok with them being inappropriate. They take 0 accountability and just chalk it up to me not understanding their friendly atmosphere. Telling a prospective client you wont bite unless asked to is disgusting. That is not how a business should be run and it makes me wonder how many other clients/ prospective clients they have done this too. I notice quite a few bad reviews before mine. Im surprised they are still in business.
  
  

  Business response

  09/18/2024

  We take full responsibility for our communication style and company culture and are sorry for the way it is making you feel. We understand that your perspective and feelings are ultimately what matter most.

  We can assure you that any one of our employees would send the exact same message as it is an automated email response. While it's intended to lighten up a very tense and uncomfortable market, we apologize for the offense it caused you.

  We agree completely that we are in the wrong when looking it at it from your point of view. This difference in perspective highlights the incompatibility between our approach and your expectations. Our decision was not meant to be dismissive or discriminatory but rather a proactive measure to avoid any potential future discomfort due to the incompatibility. 

  We genuinely hope you find a business that perfectly aligns with your preferences and expectations.

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The car we purchased they sold us a car that wasnt in any kind of good condition. it broke down as soon as we bought it. The ** wasnt working well. It was summer time too and the heat was getting to me and my family. Nothing was working well. Terrible customer service. Never buy from them.

  Business response

  03/05/2024

  Customer purchased vehicle and brought vehicle for us to inspect, two weeks later. We were more than accomodating and corrected the issues at no cost to them. Customer was very appreciative at the time. 

• Initial Complaint

  12/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I remember purchasing a car from Westland Auto back in 2017 and after a while, I was not able to pay the payments on it and I was told that if I brought the car in myself then it wouldnt count against me so I did bring the car in and I have heard nothing about this situation at all since then, but now on December 13, 2023 I have a derogatory **** on my credit report which has brought it down significantly and I would like for this to be removed since I was told that I wouldnt have to deal with this issue and its barely coming up seven years later, which is about the time that it should be coming off of my credit report if there was a derogatory ****

  Business response

  12/29/2023

  Customer had an outstanding balance on his vehicle loan. He decided to surrender his vehicle and Westland Auto Sales explained to him that they will not pursue him for the outstanding amount through a collection agency. However, before he surrendered vehicle and after, he was told this will be reported to the credit bureau(s) as a negative/unpaid loan.

• Initial Complaint

  12/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a car from this dealership and the very next day the check engine light came on, I was told “not to worry about it, the car is still drivable” I asked for smog certificate and they refused to provide it. Three of the tires got flat tires within four months. The car broke down five times in four months. I asked them to communicate via email so I would have documentation with me regarding these issues and they refused saying they only communicate over the phone. I stopped paying the car payment due to these issues and they repossessed it, which was fine but they refused to give me my belongings saying they didn’t have the keys to access my car, I gave them the keys and they still refused. I had my wallet and my daughters car seat in the car and they would not give them to me. It was two days before Christmas and I begged them for my wallet so I could have my cards to buy gifts for my children. This business sold me a faulty vehicle, refused to communicate with me about it, then stole my wallet.

  Business response

  12/28/2022

  Miss ****** was provided a warranty with the vehicle she purchased that would have covered any form of check engine that would have appeared during its duration. We never once were informed that she was having any type of car issues or that she would like to receive a copy of the smog certificate. If this had been brought to our attention, we would have loved to help in any way we could. 

  
  

  Unfortunately, Miss ****** paid only her first payment and then ceased to communicate with us. She made no further payments and after numerous attempts to get a hold of her, the account was sent out for repossession. She actively attempted to hide the vehicle and it was only until the agent was able to collect the vehicle that she informed us of the car troubles she had. Her belongings have been collected and made inventory of and she has been informed of what is needed of her in order to pick them up.

  
  

• Initial Complaint

  07/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle two months ago used and continue having issues with the motor engine light staying on and windshield wiper washers have liquid spraying onto the motor somehow. The dealership will only fix these issues at my expense. The resolution I am seeking is no out of pocket costs. It is possible that I or my family or child my be seriously hurt or even be a cause of death from this malfunctioning engine and window wiper washer problem.

  Business response

  07/27/2022

  We provide all of our customers a free 30-day or 1000-mile warranty, whichever comes first, on our vehicles. When she came to us regarding an issue with her vehicle, she was well over the warranty period by both time and mileage. 

  
  

  We informed Miss ******* that we would try to help her as much as possible, but reminded her that it was her responsibility to maintain her vehicle past the warranty period. She made an appointment with us but she did not show. 

  
  

  We are happy to schedule another appointment with her and see if there is a way we may be able to help save her some money on the repairs.

  
  

*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. ↩