ComplaintsforRightway Automotive Credit

• Initial Complaint

  05/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  So around august of last year I was involved in a car accident that ended up totally my car. When I purchased a car from rightward auto they ensured that I signed up for gap insurance I also signed paper work for a $3,000 dollar warranty to be included in that deal. In the case of anything happening to my car that would also be included. So when I got into my accident her insurance paid for their half and I was certain my gap insurance would cover the rest. Turns out they didnt they only paid 425 dollars towards the car. When I called to ask why that amount I was told that there was an adjustment made because they saw that I had signed a contract for a $3,000 dollar warranty on the car. So they only paid that amount because the warranty would cover the rest so I would have to call the dealer ship to have that handled . What needed up happening is after I called right way auto I was told they dont handle that call the loaner that I got for the car . I called them and they told me that is something that the dealership has to handle . And that made complete sense . So after getting upset and telling them I know they need to release the warranty and everything else I was told to come down to the shop sign some paper work and they would release it . Keep in mind I was current on that cars payments so I didnt owe anything on it . After waiting for a little over a month I start reviving calls from collections saying that I still owe on the car and that right way hasnt released my payment . I called them back and asked the same questions I did before about my warranty and them needing to release it and got the same story and run around and I even told them I signed the paper work already why havent they released it . So its been awhile now my credit score has suffered because of it and Im still having to pay for this now.

  

  Business response

  05/19/2022

  We were surprised to receive Ka-Wone's complaint regarding his warranty cancellation.  I have reviewed our files and the warranty cancellations was submitted on 9/7/22 and the check for the cancellation was cashed by the lender on November 10, 2021.  We do apologize for the delay but the cancellation goes from the store to our corporate office to the warranty company and then to the lender. 

  If there are still issues with Ka-Wone's balance please have him reach out to us right away because it was our understanding this was resolved last fall. 

  In regards to GAP insurance they do not pay half, they would pay the amount owed above what insurance pays or NADA ****** value (whichever is Higher) less cancellation amounts for any optional products and any car payments past due or due.

   

  Sincerely, 

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

  Regional Manager

  Rightway Automotive

   

   

   

   

  Customer response

  05/23/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  Ka-*************************

• Initial Complaint

  04/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a vehicle along with a warranty from Right Way in Corunna. The warranty cost me $2500 on top of the $13,000 vehicle. I knew there was something wrong with the transmission as soon as I had drove it farther than a block. Not only did the transmission show issues, the windshield wipers and fluid also do not operate properly along with the radiator reservoir not holding fluid. The breaks on the back of the vehicle also need to be looked at. I had reported these issues to Right Way immediately. They turned me to their mechanic who refused to even look at my car until Right Way had the transmission fixed. That was over 3 weeks ago. I have been in contact with Right Way at least twice a week since I drove the broken car off the lot. They have assured me multiple times that the car would be fixed under my expensive warranty but couldn't tell me when. So I took the vehicle to a **** dealership thinking the outrageous warranty would cover at least the transmission but the claim to the warranty company was denied immediately. I contacted Right way who seemed annoyed with me already and they sounded confused but did not offer me any assistance with the warranty that they sold me. I asked for their heavy mechanics contact information after I was told that they had already contacted them. The mechanic that they use operates under Safe Way Auto in *******. The master service mechanic said that if the warranty doesn't cover the transmission fix, that Right Way was responsible for the costs of fixing everything. I then received a phone call from Right Way stating they are working to figure out the warranty. That was a week ago. I contact them every couple of days trying to get answers on why this extended warranty company refuses to cover the work. I get met with sarcasm, annoyance, and frustration from Right Way. I want this vehicle to be fixed under the warranty I paid for and Right Way to be held accountable for selling me a piece of garbage car and warranty.

  

  Business response

  05/19/2022

  Please have ******************* reach out to us if she is still having issues.  We paid approximately $1,000 for repairs to her vehicle 2 weeks ago and to her knowledge she is satisfied. 

  We've tried to reach her multiple times this week to insure that is the case.

  Sincerely,

   

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

  District Manager

  Rightway Automotive 

  Customer response

  05/27/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  03/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My children found this place on ******** so we went to check it out. I got there and was checked in then told there was going to be a wait which was fine. I figured I had just driven an hour so I took my dog for a walk in the parking lot, the girl that was helping me came out yelled she was ready then walked back in. While reviewing everything she treated me like I was the mud on the bottom of her shoe. She was very rude. I feel she discriminated against me. I will be contacting the attorney general's office also, then the supervisor spoke to me and I was told they would reach out the next day and have not heard from anyone. I believe they did not want to deal with me so they skimmed over it just to get me out the door and never planned on helping me at all. I have a feeling if, and I do mean if I hear from them it will be too tell me I'm not approved is all. I see how they run.

  

  Business response

  03/22/2022

  We apologize that we did not have a great experience.  We have reached out to and have not heard back.

  Please have ***************** reach back out to us so we can answer any questions ***************** has.  

  Sincerely,

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

  Manager

  Rightway Automotive - *********

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

   

  Customer response

  03/22/2022

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:

   

  No one reached out to me until after this was brought to their attention.   Then an e-mail that stated, Were sorry at the time you were not approved.   How do they know that?  I was never told that.   I was never told my credit was being ran.   This is exactly what I am talking about.  Also, I was at work when they called, they have not even given me a chance to respond.   I appreciate the attention to detail.   I am not giving my landlords information.   I have although, before I walked in there been approved at 3 different places and NONE wanted any of that information.   Look at my credit record before deciding that I am not a qualified candidate, do not assume that I am going to jump at the drop of a hat at your phone call and answer on the first ring, Do not report to the Better Business Bureau like "this is all on the consumer".  Again fraudulent behavior.   I do not appreciate a business that runs this way.   I will respond to ****** as soon as I have a moment.   You should have done this by Friday afternoon, not waited for the Better Business Bureau. 

   

  Regards,
  
  ***********************

  

  Business response

  03/28/2022

  We have called and emailed *****************, with no answer.  Our previous response was apologizing that she had a bad experience and asking for her to contact us, we are not sure why she rejected that?  If ***************** no longer wants assistance with financing we do not need to run her credit or collect any information about landlords, jobs, etc. she would just need to bring in a cashiers check or cash to purchase the vehicle she wants.  If she would like our assistance with financing we do need her to fill out a credit application. 

   

  Please have ***************** reach out to us if she is still interested in a vehicle. 

   

  Sincerely,

   

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

  Rightway Automotive

  Manager

  
  
  

  Customer response

  03/29/2022

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  I have responded to the company.   They will be on file this is how they treat their customers. 

   

   Regards,
  
  ***********************

• Initial Complaint

  03/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was sold a car, which I financed, I paid $1000 down and after 5 days was told I had to bring the car back. I brought to it back and was sold a different car. About a week after driving it off the lot the engine light came on and I began to experience severe engine and transmission problems. When I called Rightway to express my disappointment and that I felt this was unacceptable they simply told me to call the *************** and use my warranty and pay $100 deductible to get it fixed. The service company scheduled me for March 29, 2 weeks away and that is just the drop off date, who knows how long the repairs will take. I had the car looked at and there is a severe transmission issue, the engine is down a cylinder, the passenger side window does not roll down notmr does the mirror work and there is an exhaust leak. The day I picked up the car the headlights did not work and I had to pay for two new bulbs. I feel Rightway knew about all of these issues before selling me this car. When. I called to explain I can't be without a car for 2 weeks I was told too bad. They will not try to get my car in for service any sooner. There is no way a car should experience all of these issues within 2 weeks of purchase and I'm being treated poorly. I don't want other buyers to experience this down the road. I made my first payment on time. I feel taken advantage of

  

  Business response

  03/22/2022

  Rightway Automotive takes customer satisfaction very seriously.  That is why we have every vehicle safety inspected by a state licensed repair facility prior to making it available for sale. Its also why we provide very customer with an independent 6 month or ********** warranty and 2 years-worth of oil changes at no cost to the customer. Its also important to note that Mr. **** was given ample time to test drive her vehicle and have it inspected prior to purchase.
  
  Unfortunately, Rightway has no way of telling what may break down on a vehicle over time, but we do make every effort to deliver the best quality product possible, as you can tell from the measures above.  Mr.**** did have issues shortly after purchase and unfortunately one of the preferred service facilities we use was unable to get him in right away due to Covid delays.  We still need him to keep his appointment and bring his vehicle in so it can get fixed.  This soon after purchase the items will very likely be covered by warranty.
  
  It is our understanding that the vehicle Mr. **** purchased is still drivable, so we are not sure why he missed work.
  
  Please have Mr. **** get his vehicle to the service facility asap so his vehicle can be diagnosed and fixed at no cost to him.
  
  Sincerely,
  
  ***************************
  Manager
  Rightway Automotive - Tallmadge 
  

• Initial Complaint

  03/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my 2015 **** Escape SE on February 23rd 2022. I had done a test drive and heard some knocking sounds. When returning to the dealership I had asked told them about the noise and the sales rep said It just got new breaks that are working in. So as a woman I figured oh okay. As I left the lot the knocking noise had got very aggressive on the highway. So I immediately called them and they had me take it to the shop the following day. That day was 02/24/2022. They had my car for the week and weekend. I got a call on Tuesday afternoon stating my car was ready for pick up. I got in my car and not 1 second down the road the noise is still there and more aggressive than ever. I immediately called and they had said We dont hear the noise. Which honestly there was no way the didnt. They had me go all the way home and bring it back the next day. After a few days went by I called and asked if they figured anything out, there response was we have no idea whats wrong with it. The horn stopped working and is still not working. So Rightway had me pick the car up in ******** and take it all the way to ******** ****. There they fixed the knocking sound. I picked my car up on 03/11/2022. I went to the gas station to get gas, I fill up my car and then the car doesnt start. I called and out my car back in the shop. It was a purge valve. I now have my car back with a slight knocking noise again. A broken horn, and now the car is jerking between 2nd and 3rd gear. They have told me to take it back to shop but at this point they are not fixing anything. I havent been able to drive this car Im paying ****** dollars for. I do not believe this car was even inspected at all. I feel dumb enough that I didnt check there BBB RATING. I am so sick to my stomach from this. I have had this car for 2 weeks now and havent drove it at all only to the shops they have been providing.

  

  Business response

  03/22/2022

  We were surprised to see this complaint because *********************** was in our showroom shortly after and we are having her issues taken care of at no cost to her. 

   

  If *********************** is not satisfied, please have her contact us directly. 

   

• Initial Complaint

  01/31/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On December 9th, 2021 I went to RightWay Auto Sales at 11:45 am for a scheduled car appointment. I was looking to buy or lease a new car. I was told by *********************, The Sales Consultant that they would accept any down payment for a car and get me on my way. He asked me how much did I have to put down which I said $400.00. After a long wait and speaking with his manager *************************, he then showed me a car. I test drove the car and I did like it. I asked Javion after test driving, how much would I pay monthly for the car. He stated $599. I knew right then and there that was too much for me. After an intense discussion on what other options would be best, Javion stated that his manager said that the car was the only option I had. I did consider it because I had no car at the moment so, I did give him my credit card for my $400 down payment. After sitting for a while, I ended up saying that I would just look elsewhere for a car because the monthly payments were too expensive for me. I never took the keys or the car. They kept trying to get me to continue with the car and I declined. The manager ***** offered me a 10% off discount which I also declined. I asked for my money back and would look elsewhere for a car. Javion told me that it would take **** business days for it to go back onto my card. I've called so much after waiting **** business days and had no success. Javion Keeps stating that they would look into it. I spoke with the Manager last Monday and he stated he was going to contact corporate for this issue. I even asked for corporate's contact information but was told by ***** that they could not give that information out. I called again this week on Monday 1/24/2022 and the receptionist stated she would pass the message to ***** because he was busy. I have not received my money back yet and now I'm concerned and filing a complaint.

  

  Business response

  02/16/2022

  We apologize for the inconvenience, typically it takes less than 7 days for a refund, but an administrative error was made and the refund was not done until 1/28/22.  I've confirmed it has been processed. 

   

  Sincerely,

   

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

  Manager

  Rightway Automotive - Fairfield 

   

  Customer response

  02/16/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  01/20/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a car on 9/9/2021 from Rightway. The next day the check engine light came on but due to the time I couldnt take it to the place because they were closed. The next day after that the engine light cut off so I didnt think anything of it. The next week, a full week after having the car the engine completely locked up on me while driving. They said it was because there wasnt any oil in the car which I thought was weird because I only had the car for a week and they claimed that they do a 70 point inspection on all of their cars so if thats true why didnt they notice that the car didnt have oil or had a bad engine. It took them a month to fix and give me my car back on 10/13/2021 and a month later on 11/28/2021 the engine did the exact same thing and locked on me while driving on the highway. I dont drive my car crazy I just go from work to home so Im confused on why its doing this. A lady that works in the auto center by the name ****** told me that they dont do inspections and they just take the cars off the truck and put them on the lot regardless if they have oil in them or not. Which is why I think my engine locked up a week after having it. Now its been a month and my car still hasnt been fixed and come to find out thisll be engine #3 because a year ago in 2020 it was having the same problems. They sold me a lemon and did not disclose of the information and lied about doing an inspection on the car. The managers are 0 help. I dont want to deal with them or the car I just would like my down payment back so I can take my business elsewhere.

  

  Business response

  01/19/2022

  I am so sorry to hear that Azjah is having problems with her vehicle. RightWay does makes every effort possible to provide a pleasant shopping experience and we do our best to resolve any issues.  First let me state that we do in fact do an inspection prior to purchase. Azjah's vehicle was inspected prior to purchase and she was also provided the opportunity to have the vehicle inspected at a service shop of her choice prior to buying the vehicle.  It appears that a month after she purchased the motor needed to be replaced.  The replacement was covered by warranty.  at the time the motor was replaced the vehicle had ******* miles.  two months later the vehicle was driven over an additional ***** miles.  This would be considered an average driving time of seven months that was driven in two months.  At that time the vehicle was taken to R&R service.  They found that the vehicle was low on oil and the motor was locked up.  Being low on oil is not necessarily the cause of failure but just may have needed service due to adding ***** miles on the vehicle.  Regardless of the cause of failure, the motor was once again covered by warranty and is currently being replaced by R&R service.  If there is anyway I can be of any help I can be reached at ************.   

  Customer response

  01/20/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  Azjah Washington
  

  

  Business response

  02/16/2022

  Please see previous response and have the customer reach out to us directly if she is still having issues. 

  Customer response

  02/16/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  Azjah Washington

• Initial Complaint

  12/30/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Entered By BBB Staff - lj Consumer paid $500 down to purchase a 2010 ***** Civic on December 27th. The consumer was verbally told the vehicle was $12,000. When he was presented the final paperwork the price of the car increased $10,000. Price of the vehicle was $22,000. Consumer refused the car because the price of the vehicle was misrepresented. Company would not return his $500.

  

  Business response

  01/14/2022

  To Whom It May ******************************* came to our location on December 27th 2021.  He found a car he liked gave us $500 for down payment and we proceeded to print the paperwork.  While reviewing the paperwork **************** did not like the terms and decided not to purchase. The price of the vehicle was $12,000, but **************** was financing the vehicle so there is a disclosure box showing the dollar amount if he made every minimum payment on the loan with interest, we assume that is where the confusion regarding $12k vs. $22k was.  In regards to ******************** down payment we explained to him that the money was had been receipted and company policy is that we cannot give a customer a cash refund.  We explained to him a check would come from our corporate office for the refund.  

  **************** should have received his refund, if that is not the case please contact us directly.  We apologize for the inconvenience. 

  Sincerely,

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

  Regional Manager

  Rightway Automotive

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

• Initial Complaint

  12/16/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In mid August 2021, I purchased a 2016 **** Fiesta from Rightway Automotive on ************ in ********** **. I told the sales manager, *****************************, that I DID NOT want an extended warranty, and he replied "** no, I wasn't going to try to sell you one". I picked my vehicle, papers were printed, and my sales rep was ready to sign because they were about to close. I told him that I needed to think about things and that I would come back the next day and he got angry. We were the only two people in the building, my sales rep smelled like he had been drinking, and he aggressively told me that we needed to sign the papers, but I had 30 days to return the vehicle if I changed my mind, which turned out to be a lie. ***************************** also lied and said he would have the scratches and dents repaired, replace the windshield wipers, and replace the skirting on the driver seat. After going back and forth with **** for 2 months, the repairs were partially made, but I was tired of dealing with these liars so I had no choice but to take the vehicle. On 10/2/21, I sent **** a text and asked him to cancel the extended warranty. On 11/2/21, I called Rightway to see why the cancellation was taking so long and was informed by TJ, the new sales manager, that **** had been fired. TJ said he would prepare the paperwork and have the refund check sent. On 11/20/21, I had not received the check so I called TJ again and was told that the check would be sent to my lienholder, and to give it 2 - 3 weeks. On 12/16/21 I called Rightway and spoke with ****, the general manager, and he said he would look into it. I explained that I wanted a full refund because I requested the refund before the 60 days was up. **** said that I would only get a prorated amount from when TJ sent the paperwork in. I told him that wasn't fair because I told **** to cancel it before 60 days, and **** replied "That's why **** doesn't work here anymore". I should not have to pay for ****** shady business practices.

  

  Business response

  01/14/2022

  This complaint has been resolved.  The warranty has been cancelled for a full refund. 

   

• Initial Complaint

  12/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2008 ******* Sonata from rightway. I only got to drive the car about a month and a half before the motor went. I paid extra for the power train warranty. I called and told them what happened and they ended up sending it to a transmission shop in bay city. Then came at me for supposedly putting water in the motor. Im a mechanic for a living so i dont know why they would even say that. Then said its not our problem anymore. So they screwed me and my kids out of a vehicle all because they did not want to honor the warranty. I would like them to honor the warranty or refund the money Ive paid on the vehicle.

  

  Business response

  12/14/2021

  ************** purchased a 2008 ******* Sonata from our Saginaw location in October 2018. Shortly after purchase a warranty claim was made for an engine.  The warranty company sent an inspector to verify the cause of failure and it appeared the car had been in an accident where it went into water.  Due to the failure being caused by an accident the claim was denied and ************** was informed that this is an insurance issue not a warranty issue. 

  We recently reached out to ************** to see if he was interested in trading in his vehicle and he informed us that he no longer had the Sonata.  Reviewing the notes on his claim and purchase there was never an accusation of him putting water into the vehicle, only that the vehicle was in water causing a engine failure. 

  We apologize for any inconvenience, but due to the vehicle being in an accident involving water we do not feel a refund from Rightway would be appropriate.  This should've been handled by ****************** insurance company.  We'd still be willing to help ************** with a new purchase, please have him reach out to us.

  Sincerely,

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

  Regional Manager

  Rightway Automotive 

   

   

  Customer response

  12/14/2021

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  *******************

*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. ↩